A customer of ours has received their goods on Dec 6th, 2021 -signed delivery receipt was provide to QB. Due to an internal error, his commercial mixer was shipped without a safety guard.
We had a chat with the client and he agreed that we could send the missing guard over to him. The guard was shipped and received via UPS -delivery confirmation was sent to QB. In the meantime he charged back the TOTAL amount of the invoice: $8362.80.
We spoke to him shortly after learning about this and he agreed to withdraw the chargeback.
He never did. Talking to the dispute department of Quickbooks, they told me it would be several weeks before a decision is made [in the meantime the client has the goods AND the money] before the funds are released. Then we get a email from QB indicating they have decided in favor of the client.
It simply means NO ONE TOOK THE TIME TO REVIEW THIS CASE PROPERLY, otherwise how can anyone possibly be stupid enough to let the client keep over $8K of company money AND keep the goods?
I called QB back to try to escalate this and I am yet to hear back.
In the mean time I am engaging an attorney and signing up with another merchant processor who at least will give the customer enough time to review each case thoroughly.