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Credit Card Disputes

How do you handle Credit Card Disputes?  Do you charge a fee like you would for a NSF?
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Comments

  • GSI03GSI03 SCRegistered User ✭✭✭
    No, but if is a tenant that continues to rent, they have to come in to pay and sign the receipt every time from then on!
  • teamcapitolateamcapitola CARegistered User, Daily Operations Certified, Advanced Operations Certified, Administrator Certified, myHub Certified ✭✭✭✭✭

    We had one tenant use his elderly mothers C/C to pay for his unit (she actually called in the payment) and then a few months later we received a chargeback from the C/C company.

    Turns out his mother was under the care of one of the tenants siblings, and they decided that (my tenant) took advantage of mom... and since they had power of attorney they filed fraud with the card company. Company reversed the charge and sent us a letter stating we had 30 days to "contest" the chargeback.

    We handled it like a NSF check (used the NSF function in Sitelink in fact) and the tenant had to come take care of it.

    Trying to fight the card company is a nightmare...they place the burden on you to PROVE the transaction wasn't fraudulent. In this case we didn't have a signature as it was over the phone.

    This is why we have C/C Auth. forms for auto payment, with the tenants signature and the terms etc.. even then I've heard of facilities still having to fight the card company.

    Most times you end up eating it. Although in 10 years this was the ONLY one we had (knock on Formica)

  • BusyPropertiesBusyProperties ILRegistered User ✭✭
    We have only had one in the last few years. It was days after I charged rent that our tenant's card was compromised but when she filed they charged back ours as well. I called and faxed in all of the notes from her file with an explanation that she had been on auto-charge from the start and that it was not fraudulent. We do not have signed authorization forms, just verbal but I have great notes for each conversation and make it clear that at any time they do not want to be charged, it takes a simple phone call. The appeal was approved and we got our money back within 30 days. We don't charge any extra fees but I probably would depending on the situation and how much work went into it. 
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