Hi everyone, We had a complaint recently from a donor through our processing vendor that claims they made a donation, canceled the donation and we got the below dispute from merchant services. The vendor would not provide the donor's name in order for us to even confirm/deny the charge; we would happily credit the donor if the charge was made and we had the name.
My question is whether we are required to have a return/cancelation policy on our website and or donation giving form? Do other schools have that and can you provide that language or resource I can refer to my finance office? Thank you in advance for your insight. ---
Dispute Amount: 200.00
Case Status: Consumer Dispute - Pre-Arb Received Local Tran/Source Amount:
Cardholder Billing/Destination Amount :' Explain why credit presented does not apply:
Pre-Arbitration Initiation Reason: Thank you for your response. The merchant response however does not remedy the dispute under this condition code 13.7 our cardholder stated in the dispute that they cancelled this transaction on 05/28/2021 and no policy was provided. As per documents provided there is no cancellation policy disclosed to the card member at the time of purchase and merchant failed to provide proof that proper disclosure of policy was given to the card member before payment was made as per Visa regulations. For Internet transactions, the merchant is to display the return and/or cancellation policy at the time of the order, before payment is made, on the checkout screen, or within the sequence of screens they are required to access during the checkout procedure. A link to the policy is not sufficient. The document received does not prove that the merchant complied with these guidelines. Moreover, the merchant needs to provide the screenshot of the page while our customer was trying to make the payment online. Our cardholder had no recourse other than disputing the charge with us. Please issue the requested credit to maintain good customer relations. Thank you.
I believe you can find ours at the download site! I think John put it there many moons ago.
Aaron Forrest CPA
Senior Director Gift and Donor Services
University of Rochester Office of Advancement
Larry and Cindy Bloch Alumni and Advancement Center
300 East River Road
Rochester NY 14627
Office 585.275.2799 / Fax 585-273-4558
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