As I recall, I did write EO because I wanted to check that the person hadn't
purchased
comvention DVDs and then renigged on his membership purchase. But that doensw't
mean EO was
fully informed of the claim or whatever. . .
________________________________________________________________________________________________
From: S. Hieber <shieber@yahoo.com>
To: AGA Advisory Committee <aga-mcm@thekrib.com>
Sent: Friday, April 17, 2009 6:04:57 PM
Subject: Re: [AGA-mcm] Notification of chargeback reversal: Case
ID#PP-670-623-212?-?A-A001
(fwd)
yes. I wrote to Jenn (and possibly EO--don't recall exactly) to see if anyone
knew anything
about it or if a shipment had been made or not -- even if a shipment was made
the person could
have objected to the condition of the material -- I wroite the person -- the
text I sent to the
customer was this:
"I understand you are disatisfied with your purchase of an AGA membership and 3
back issues.
That makes us unhappy too and we'd like to resolve the matter as quickly as
possible. Normally,
we issue refunds to anyone who asks for one, but since you filed claim with
your credit card
issuer, this matter might now take a bit longer to resolve. However, we will
work for a speedy
resolution.
We'd appreciate knowing the nature of the problem so that we might better serve
folks in the
future.
Thanks,
Scott Hieber, Treasurer"
I received no response form the person. Did not get an indicatin that the items
had been shipped
and reported that I was refunding, or some such language -- direct refund was
not possible
because the claim froze the transaction pending settlement. I told paypal we
were not at fault
but would not dispute refunding the money.
I wouldn't have objected if someone wanted to handle this diff. I doubt I
brought this up for
full board cnsideration -- doubt that I would in the future. I doubt the full
board would want
to be actively involved at this level of transactional analysis ;-)
Comments, corrections, welcome.
sh
________________________________________________________________________________________________
From: Cheryl Rogers <cheryl@dustyuniverse.com>
To: AGA Advisory Committee <aga-mcm@thekrib.com>
Sent: Friday, April 17, 2009 5:47:14 PM
Subject: Re: [AGA-mcm] Notification of chargeback reversal: Case
ID#PP-670-623-212?-?A-A001
(fwd)
I agree, but Erik wanted to know if we ever communicated with PAYPAL. I,
myself, did not.
Cheryl
Mike Hellweg wrote:
There are unfortunately several folks out there that like to jump the gun
if you
don't reply to them within minutes of their purchase. They don't
understand what it
means to be a volunteer run organization, and don't realize that most
other people
have lives outside of their computer. They also don't understand basic
human
communication.
Coming from a long-time retail management background, I can tell you that the
pain-in-the-neck customers are just that, all the time. Nothing you can do
will ever
really placate them.
Now that I own the business, my general rule of thumb when dealing with someone
like this
is just give them what they want that time to get rid of them, then to not deal
with them
again. I just don't have time to deal with people like that. There are plenty
of good
people out there.
PayPal does prefer to see items shipped within 7 days of a purchase. But if we
set up
something that says "will be shipped within 3 - 4 weeks" or something like
that, we should
be okay.
My two cents from the sidelines...
Mike
----- Original Message -----
From: S. Hieber
To: AGA Advisory Committee
Sent: Friday, April 17, 2009 1:00 PM
Subject: Re: [AGA-mcm] Notification of chargeback reversal: Case
ID#PP-670-623-212?-?A-A001 (fwd)
The guy ordered, waited for like two weeks or so, heard nothing, and filed
claim.
It would have been better for him and us if he jsut wrote to us insteaed of
filing
the claim. It took him a few weeks longer to get his money through this method
and
cost us $10. Once a claim was filed, we couldn't even issue a refund through
paypal.
I wrote him about this nicely and got no response. We could hav fought it
excpet tht
we pretty much act generaly as if we have a satisfaction gauranty, so why would
we?
And who's time is worth less than $10?
I don't recall this happening before. Do we issue a notice upon purchase that
delivery might take x weeks and a tracking number cannot be provided -- just
letting
folks know thaqt up front might help -- although this is a rare occurence, more
often someone writes to ask, what gives, haven't heard anything since purchase.
I
don't think it's reasonable to expect Jenn to write an email every time a
prurchase
is made but maybe we can put the delivery info in sales confirmation?
Maybe we already do, I haven't bought off the website myself.
sh
________________________________________________________________________________________________
From: Karen Randall <krandall@rdrcpa.biz>
To: AGA Advisory Committee <aga-mcm@thekrib.com>
Sent: Friday, April 17, 2009 10:45:53 AM
Subject: Re: [AGA-mcm] Notification of chargeback reversal: Case ID
#PP-670-623-212?-?A-A001 (fwd)
I know nothing about it at all!
Karen
-----Original Message-----
From: aga-mcm-bounces@thekrib.com [mailto:aga-mcm-bounces@thekrib.com] On
Behalf Of Erik Olson
Sent: Thursday, April 16, 2009 4:28 PM
To: aga-mcm@thekrib.com
Subject: [AGA-mcm] Notification of chargeback reversal: Case ID
#PP-670-623-212?-?A-A001 (fwd)
This is so incredibly not cool. Did we send PayPal anything to indicate
we sent them the back issues?
--
Erik Olson
erik at thekrib dot com
---------- Forwarded message ----------
From: service@paypal.com
Reply-To: chargeback-appeal1@paypal.com
To: agafunds@aquatic-gardeners.org
Date: Thu, 16 Apr 2009 10:05:15
Subject: Notification of chargeback reversal: Case ID
#PP-670-623-212?-?A-A001
Dear Erik Olson,
We recently notified you that one of your buyers filed a chargeback
indicating that merchandise received had one of the following problems:
- It was damaged or defective
- It was not as described, or
- Services were not rendered
It is PayPal's standard practice to attempt to dispute wrongful
chargebacks. After careful consideration of the information provided by you
and the buyer regarding the transaction detailed below, we have determined
that we will be unable to successfully dispute this chargeback with the
buyer's credit card issuer.
Also, PayPal was charged a settlement fee. As a result we debited your
PayPal account to pay for this fee. This action was taken in accordance
with the terms of the PayPal User Agreement.
Please review the transaction information below and other details about
this case.
-----------------------------------
Details of Disputed Transaction
-----------------------------------
Buyer's Name:Franklin Federmann
Buyer's Email:federmanncpa@msn.com
Buyer's Transaction ID: 08115935YA036462G
Transaction Date:Mar 16, 2009
Transaction Amount:-$32.00 USD
Case #:PP-670-623-212
Your Transaction ID: 51W79448SY226703S
-----------------------------------
What to Do Next
-----------------------------------
This case is now closed. No additional steps are required by you.
-----------------------------------
Other Details
-----------------------------------
Reason for Reversal:
Seller authorized refund to buyer
To learn more about how PayPal disputes chargebacks or how your
transactions could qualify for the PayPal Seller Protection Policy, go to
the PayPal website and click the Security Center link located at the bottom
of any page.
For further assistance, please log in to your PayPal account and click the
Help link located in the top right corner of any page, or email our
Chargeback Department at the email address below. Be sure to include your
case ID number in the subject of the email.
Thank you for your patience and cooperation in helping us with this matter.
We appreciate your business and regret that you experienced a chargeback.
Sincerely,
PayPal
Chargeback Department
Email: chargeback-appeal1@paypal.com
Fax: 402-537-5755
CB:PP-670-623-212:R1:USD32.00:03/30/2009:51W79448SY226703S
----------------------------------------------------------------
PayPal Email ID PP768
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