What is the next option for the person with the credit card payment gateway problem?
I am having problems with credit card payment gateway provider. A client purchased a few products from my website, she received everything (documented) and received her certificates from training. She then became disgruntled because she had paid in GBP and thought she had paid in USD, so she was refunded $500 approx, she then blocked me and went to her credit card company to get the whole lot refunded. the company state they sent a letter in March when the clawback happened, we never received the letter. Fast forward to April they sent me a text to say they were trying to get in touch with a problem on the account.. first I knew of it. They then put £4065 into my bank account(this was the full amount of her purchases) I thought this is odd but then 2 days later they took it out, we just thought it was a glitch in their system and then May they tried to take the same amount again, but our bank thankfully refused it. I called into them and asked what was the problem and they said the client had done a clawback, stating she had not received the product and they said they had defended it, (which clearly they hadn't ) and I was liable for the amount to go back to them. I informed them that I had already part refunded her, and she had received the products I then raised a complaint, the reply came back I was still liable for the full amount. I told them how can I be when I havent received the products back, she was part refunded and I didnt have chance to defend the clawback as never received the letter. What is my next option? thank you
20th April 2022