So a customer is disputing a charge because they are trying to deny they ever agreed to something clearly stated in our terms. The processing center wants PROOF that the customer agreed to the terms.
Has anybody dealt with this before? Does the cart log an ip address of each user, that I can somehow sync to this buyer? This is a first for me.
Once you can prove they agreed (if you can data wise) what's to say, they say the terms were different at the time and have been changed since (can you prove the actual terms at the time).
Unless it actually saves the complete text of your terms when they checkout.
I did see something on another cart about the confirmation email notification might help, not as proof but that the customer was notified of the terms (apparently that cart did'nt save the tos tick in its database.
Seems a great way to get things for free of the internet if you can work the system.
[quote name='mrfoameruk' timestamp='1374738703' post='165809']
Seems a great way to get things for free of the internet if you can work the system.
[/quote]
That's one of the major issues that I'm dealing with. Plus, what's to say somebody did not “recall” agree to our terms. I just think the whole thing is shady.
I'm going to call the processor today and ask how they expect an ecommerce company to PROVE this?
Also found this same issue referencing another cart:
[url=“http://ideas.1shoppingcart.com/forums/20399-big-ideas/suggestions/1003011-need-proof-customer-accepted-buyer-agreement-polic”]http://ideas.1shoppingcart.com/forums/20399-big-ideas/suggestions/1003011-need-proof-customer-accepted-buyer-agreement-polic[/url]
Surprised this isn't more of an issue since banks do require this from merchants now, if customers dispute it. Once word gets around to scam artists that there is a loophole, the storm will come!
All you can do is tell them that the checkout will not proceed to completion if the T&C checkbox has not been checked and that it is unchecked by default. So it requires a conscious action on the part of the customer.
[quote name='tbirnseth' timestamp='1374973294' post='165920']
All you can do is tell them that the checkout will not proceed to completion if the T&C checkbox has not been checked and that it is unchecked by default. So it requires a conscious action on the part of the customer.
[/quote]
You would think. I told the merchant that. I even showed them our site and how you can't checkout unless you agree to our terms. She was still like, “we need proof that the customer clicked that that box”. I have no idea what was “proof” in her mind. We sort of got into an argument after she said, “it's your job to explain to me how the customer agreed to the terms”.I was like, “how do other sites do it” and she said, “I can't release information.”. By this point, the issue is done with and I'm out $300.
It also also be noted that the customer's original dispute was over the return policy of 30 days. He made a dispute with his bank like a month prior. The return policy FYI is on both my site and terms. Then when my rebuttal came about him agreeing to my terms, he claimed he never actually agreed to it. That was how this all started. I countered argued that he checked the terms box. Then he said, “I never checked it”. The rest is history.
I'm just hoping it's not the start of something to come. Once some customers figure out how to beat the system, it's all over. I'll have disputes coming in after than I can reply.
I absolutely hate credit cards. Great for customers, terrible for business owners. If you have a brick and mortar store, it's a bit difference since you can film the customer coming into your store and using his card. When you go online, all that changes.