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  1. #1
    MadCool Webmaster MadCool's Avatar
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    Angry Paysystem Horror Story! What to do?

    Man I'm pissed. Here's the story a client dispute a charge since the software wasn't deliever on time. But that was because of the Blackout of 2003. The client received the software and made a general comment to paysystem asking them to cancel the refund request on the 16th. I responded to the new comment saying thanks for clearing things up. Now since i didn't respond to the dispute, Paysystem went ahead and refunded it today! Can you believe Paysystem said there is nothing they can do about it? They wouldn't even credit me or anything. They basically just said next time respond to the dispute. So now I lost out on a completely legit $200 transaction.

    What do you guys think? Anything i should do to get it back?
    Last edited by MadCool; Aug 21, 2003 at 10:36.

  2. #2
    Drupaler bronze trophy greg.harvey's Avatar
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    Ba$tards! There's not a lot you can do I guess. The client's got a refund he/she weren't supposed to get. Paysystem's automated processes did nothing wrong in theory. The client ordered a refund, it processed that and the client failed to cancel the refund properly when satisfied with the order.

    I'd say without the client's backing that $200 is gone and you need to talk to them before you go back to Paysystem because you'll need them to give an honest account. Though frankly, if you've got to go that route anyway, you may as well just ask the client for the $200 you're owed!

    G

  3. #3
    SitePoint Wizard silver trophy Bleys's Avatar
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    Contact the client and see if he's still waying to pay you the $200. If he's honest, perhaps he will. Otherwise, take a deep breath and move on...

  4. #4
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    List the amount in an invoice format, then say something like "Due to an administrative error, a refund has been issued by mistake. We are sorry for the inconvenience caused. In order to complete the purchase of this software, please pay the amount indicated on this invoice."
    Instead of saying "PaySystems made a mistake and refunded the money! Can you PLEASE give it back to me??", the above method sound more like that client is obligated to pay the money.
    Also, I suggest you to offer a discount (a big one like 20%?) to the client for causing this trouble. This way, he will still feel that he's saving money/getting a good deal/getting the software without paying what he's supposed to, etc... a motivation for him to pay you the remaining amount.

  5. #5
    SitePoint Wizard silver trophy Bleys's Avatar
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    That's a good idea, jack. Give him a discount so he still thinks he's getting a deal and maybe he won't realize he can get it for free by being slightly immoral.

    So crazy it just might work

  6. #6
    MadCool Webmaster MadCool's Avatar
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    Damn i hate Paysystem.. This is why I'm slowly moving everything to 2Checkout and is considering getting my own merchant account..

    I'll definitely consider Jack's Idea and will let you guys know how it goes.

  7. #7
    SitePoint Member amos462001's Avatar
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    Don't.You will be in a worse position like we are.Good GB site, big bucks, and 2CO let us down badly.Late payment in June,we had to chase them and it took 2 weeks.Now it has happened again.We are truly fed up.You try to contact them!! Like hitting your head against a brick wall.Wish I lived in Ohio to call to see them.Anyone know the address of the Manager?

  8. #8
    MadCool Webmaster MadCool's Avatar
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    Yeah.. here's a quick update.. No word from the customer... So guess i lost out on $200!! Time to consider a real merchant account.

  9. #9
    Confirmed Halfwit
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    Why are you upset with paysystems? They are simply following the policy that you agreed to when you signed up with them. It is your obligation to respond with 48 hours to any refund request. They make this pretty clear in the email telling you about the refund request, as well as their agreement that you have to fax/sign.

    BTW - 2checkout isn't much better. Both companies are "3rd party processors", which means they have VERY strict guidelines and policies which they must follow without error.

    Your only solution is to get your own merchant account and to try and explain to your customer that due to an administrative error their payment was refunded and they still owe you $200. This is legit, and if the money was refunded, then they have not paid.. which means they are guilty of theft unless they do.

    Good luck.

  10. #10
    MadCool Webmaster MadCool's Avatar
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    Quote Originally Posted by hstraf
    Why are you upset with paysystems? They are simply following the policy that you agreed to when you signed up with them. It is your obligation to respond with 48 hours to any refund request. They make this pretty clear in the email telling you about the refund request, as well as their agreement that you have to fax/sign.

    BTW - 2checkout isn't much better. Both companies are "3rd party processors", which means they have VERY strict guidelines and policies which they must follow without error.

    Your only solution is to get your own merchant account and to try and explain to your customer that due to an administrative error their payment was refunded and they still owe you $200. This is legit, and if the money was refunded, then they have not paid.. which means they are guilty of theft unless they do.

    Good luck.
    I'm upset because i DID respond.. but since the client made two responds one was a dispute and one was to cancel the original dispute, I responded to the new one which was to cancel the original dispute instead and got penalize for doing that. In their admin area, both responds (comments they call it) looked the same. So i figure if i responded to the newer one, Paysystem would notice..

  11. #11
    Confirmed Halfwit
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    Quote Originally Posted by MadCool
    I'm upset because i DID respond.. but since the client made two responds one was a dispute and one was to cancel the original dispute, I responded to the new one which was to cancel the original dispute instead and got penalize for doing that. In their admin area, both responds (comments they call it) looked the same. So i figure if i responded to the newer one, Paysystem would notice..
    Oh! Now I see what happened... ok, yes.. that is very unfortunate.

    I suggest calling their 1800 number and trying to speak with a supervisor or something like that. Maybe you might get the charge reimbursed if you speak with the right person? The "front line" support staff will not likely be able to have authorization to do this for you.

    Let us know how it goes..

  12. #12
    SitePoint Addict LiveTronix's Avatar
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    Stay far away from 2Checkout. I am still dealing with a 2month old ticket, (about 16 replys in the ticket it takes them 2 days a response and they never do what they promise) and I haven't seen a dime.

  13. #13
    SitePoint Guru dragonhawk's Avatar
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    I'm actually quite happy with 2c... had a few problems at the start, but things are actually quite consistent now... all payments are on time and no problems at all...

    I'll be giving PaySystems a shot very soon too (because they are cheaper), so hopefully things will work out well when I move to PaySystems

  14. #14
    SitePoint Member amos462001's Avatar
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    I contacted Tom Denman in the end and his secretary is trying to get our funds as they are stuck in NYC or so I am told.I think at the last count there was $4000 being held in there - including reserves-and we haven't had a penny(cent)..This is the 3rd time this has happened.The peopel who deal with the wires keep dropping our sort code off the template, and no GB bank can accept a payment without this vital code.Their staff at 2CO must be pretty dense, but if it was their pay packet not arriving on time I wonder how they would react!! Sickening.

  15. #15
    MadCool Webmaster MadCool's Avatar
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    Damn still no word from the customer... I guess he is not paying....

  16. #16
    eCommerce specialist hotnuts21's Avatar
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    Just wondering what happened in the end here?
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  17. #17
    SitePoint Member
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    I wouldn't recommend 2 chekout either. I cannot bear with waiting for 20 minutes on the phone to get their customer support.

  18. #18
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    yes.i had a bad experice with 2chekout.i could not get my money for 20 days until mailed them 3 times.I can have to wait on the phone for 28 minutes to get their support. Why they charge monthly fee??!!


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