GoodScout
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Sometimes I fight too hard on chargebacks. I take them personally. And then rather than just throwing in the towel, I keep going. This is one of those stories. You have been warned.
Guest books on June 30 just as Covid restrictions are breaking up. Reserves our best suite for a three-night stay over the July 4th weekend. Books online, so has to click the checkbox that they agree to our cancellation policies and reads them. She can't book without agreeing.
Night of July 3rd we're waiting and waiting. Finally, at 9 PM I call her number. After I introduce myself she starts crying, saying "there's been a family emergency" and she can't come. "I emailed you.." (no she didn't) and "I understand if you have to charge me." (Boy I wish I recorded phone calls).
Next morning I try and charge her card for the full stay as our policy states and it's declined. Great. I have a vacant room over the weekend, but hey, it's Covid Year, so disappointment and financial loss is the theme song for 2020, right?
About a week later the charge comes up on my report. I try and charge the $850 bill again. Nothing. So I assume it's a debit card, so I start small. $100. Goes through. Another $200. It goes through. I go for $300 and it's declined. Hey, at least I got $300 of my $850 back. It's something.
Of course, a couple of weeks later I get the chargeback notices. You know the ones. "We need lots and lots of documentation and we mailed this so it would get to you 36 hours before our deadline for you to respond.
Screw you, Merchant Services, I'm responding. I nail them with so many documents, notes taken at the time of the call, proof that she had to agree to our terms, etc., that they have no choice. My $100 and $200 and re-re-reversed and given back to me.
So today I get another chargeback letter. "Who else could be contesting something?" I ask. Nope. Same lady. She's escalated it and told her bank to demand arbitration from Visa. I have to agree to a "potential minimum $500 Visa fee" to carry this on. So I'm gonna keep fighting. And I sent her this email tonight:
So I'm gambling without even going to Vegas. Could pick up and extra $551.88, or could lose $800. Roll them dice!
View attachment SpotlessComposedCoral-mobile.mp4
Guest books on June 30 just as Covid restrictions are breaking up. Reserves our best suite for a three-night stay over the July 4th weekend. Books online, so has to click the checkbox that they agree to our cancellation policies and reads them. She can't book without agreeing.
Night of July 3rd we're waiting and waiting. Finally, at 9 PM I call her number. After I introduce myself she starts crying, saying "there's been a family emergency" and she can't come. "I emailed you.." (no she didn't) and "I understand if you have to charge me." (Boy I wish I recorded phone calls).
Next morning I try and charge her card for the full stay as our policy states and it's declined. Great. I have a vacant room over the weekend, but hey, it's Covid Year, so disappointment and financial loss is the theme song for 2020, right?
About a week later the charge comes up on my report. I try and charge the $850 bill again. Nothing. So I assume it's a debit card, so I start small. $100. Goes through. Another $200. It goes through. I go for $300 and it's declined. Hey, at least I got $300 of my $850 back. It's something.
Of course, a couple of weeks later I get the chargeback notices. You know the ones. "We need lots and lots of documentation and we mailed this so it would get to you 36 hours before our deadline for you to respond.
Screw you, Merchant Services, I'm responding. I nail them with so many documents, notes taken at the time of the call, proof that she had to agree to our terms, etc., that they have no choice. My $100 and $200 and re-re-reversed and given back to me.
So today I get another chargeback letter. "Who else could be contesting something?" I ask. Nope. Same lady. She's escalated it and told her bank to demand arbitration from Visa. I have to agree to a "potential minimum $500 Visa fee" to carry this on. So I'm gonna keep fighting. And I sent her this email tonight:
We received notice today that despite the initial ruling by Visa that you being charged a cancellation fee for your last-minute cancellation of your scheduled stay with us on July 29, 2020 was valid, you have chosen to continue the dispute.
This action will require additional time and resources from us, and as a result we will be submitting a bill for the ENTIRE amount due for your stay, in the total of $851.88, as allowed by our cancellation policy which you agreed to by checkbox when making your initial reservation on June 30, 2020. (Screenshot below).
We are perfectly willing to consider the matter settled with you dropping your dispute and accepting the charge for the $300 cancellation fee. If you choose to accept this, you will need to let us know via email or writing no later than midnight tomorrow, Sept. 29, 2020, that you are dropping your continued dispute. Failure to respond will indicate to us that you wish to proceed with arbitration, and we will submit a request that you be charged for the full amount.
I will appreciate your prompt response in writing to this matter.
So I'm gambling without even going to Vegas. Could pick up and extra $551.88, or could lose $800. Roll them dice!
View attachment SpotlessComposedCoral-mobile.mp4