Credit Card Chargeback

[Toon]

I run a small business selling retail and wholesale clothes.

A couple of months ago I received a letter from my credit card merchant saying that they have debited nearly £300 from my account as there's a dispute for the transaction which was made in July last year. I found the transaction and confirmed that the address and postcode matched the one the card was registered to -which is was, and this was the address that the order was sent to. I forwarded all this information to my merchant (BOS) who said that as long as I sent the order to the card holders address then they will give me my money back - which they did.

This morning I received another letter from the bank saying that the customer still disputes it and they are going to take the money back off me even though they tried the best they can to fight the case.

As I'm a small business, £300 is a lot of money to me so I want to fight this case to stop this thief stealing money from me.

They did give a mobile number when they ordered but that is no longer in service. I checked some directory websites and can confirm that the customer does (or at least "has" at some time) live(d) at the address along with a Mrs (so obviously either mother or wife) but the number is ex directory.

I think I need to write this guy a letter but what do I put in it and can I take this further if he doesn't co-operate?

[spectrum]

Dear Sir,
You will need to treat this as a debt recovery matter which I can help you with as I have been involved in debt recovery for over 20 years on a no collection no fee basis.

[Toon]

Originally Posted by spectrum

Dear Sir,
You will need to treat this as a debt recovery matter which I can help you with as I have been involved in debt recovery for over 20 years on a no collection no fee basis.

I was thinking along those lines, I'll write him a personal letter and see if I get a response.

[Ewart]

Hi Toon

I am in the online gaming business where there is huge amounts of potential for charge back fraud. We try to ensure that a real dialogue has been generated with the customer to safeguard our own liability.

In reality however, we will be utilising the banks PIN code checking system within the next couple of weeks, I recommend that you discuss with your bank the feasibility of doing so. It would amaze you the amount of £ that some of the online gaming companies budget on an annual basis to write off against charge back fraud (allegedly!!)

E

[tomdenancy]

May I ask which online provider gives you the facility to ask for a pin?

I've been in the IT business for years and haven't, as yet, seen any online store offer a PIN entry system.

I'd be interested in this for our own business.