Zdravo svima.
Svakog tjedna primamo izvještaj o povraćaju sredstava od našeg dobavljača platnog prometa.
U ovotjednom izvještaju, Rocco-ova uplata za 50,00 EUR našla se na ovoj listi.
Šta to znači:
Pojednostavljeno rečeno - novac je dodijeljen na saldo carina kupca, ali na kraju nije stigao na naš bankovni račun.
Kada se to dogodi, nažalost, prisiljeni smo pretpostaviti najgore - da je kupac voljno / ilegalno zatražio povrat novca,
jer smo imali uglavnom loše iskustvo sa ovakvim vrstama situacija.
Blokirali smo račun kupca i poslali mu informativni e-mail na koji je kupac odgovorio - da nije zatražio povrat novca.
Sljedeći korak je traženje detaljnog bankovnog izvoda od kupca za daljnju istragu.
Kad smo primili Roccoov bankovni izvod, proslijedili smo ga dobavljaču platnog prometa i oni su kontaktirali banku kupca.
Kroz dugotrajnu raspravu davatelj usluga platnog prometa i banka klijenta uspjeli su pronaći uplatu koja nedostaje.
Situacija je sada sređena, a korisnički račun je deblokiran.
Užasno nam je žao zbog ove neugodnosti, ali moramo slijediti protokol u slučajevima povraćaja sredstava, bez obzira jesu li istiniti ili netačni.
Pozdrav
Andrej
Hello, everyone.
On a weekly basis, we receive a chargeback report from our payment system provider.
In this week's report, Rocco's payment for 50,00 EUR was on this list.
What does it mean:
To put it simply - money was credited to the customer's Tsars balance, but in the end, it didn't reach our bank account.
When this happens, unfortunately, we are forced to assume the worst - that the customer willingly/illegally has requested a chargeback,
because we have had a mostly bad experience with these types of situations.
We blocked the customer's account and sent him an informational email to which the customer responded - that he didn't request any chargebacks.
The next step is to request a detailed bank statement from the customer for further investigation.
When we received Rocco's bank statement, we forwarded it to the payment system provider, and they contacted with customer's bank.
Through prolonged discussion payment system provider and customer's bank were able to find the missing payment.
The situation has now been sorted out, and the customer's account has been unblocked.
We are terribly sorry about this inconvenience, but we need to follow the protocol in chargeback cases, no matter if they are true or false.
Regards
Andrei
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