search

gratipay / inside.gratipay.com

Here lieth a pioneer in open source sustainability. RIP
https://gratipay.news/the-end-cbfba8f50981
57 stars 38 forks source link

respond to retrieval requests #735

Closed chadwhitacre closed 8 years ago

chadwhitacre commented 8 years ago

From: Braintree

The following transaction has had a retrieval request issued against it. A retrieval is a request for information and can usually be resolved by providing basic documentation about the transaction.

No funds have been debited from your bank account at this time and there are no fees associated with this event. However, unanswered retrievals often turn into chargebacks. We strongly encourage you to respond to this request.

To ensure your rights under card association rules, you must respond before 2016-08-04.

https://gratipay.freshdesk.com/helpdesk/tickets/5350 https://gratipay.freshdesk.com/helpdesk/tickets/5351

chadwhitacre commented 8 years ago

There's only one retrieval request. We got a duplicate email for some reason.

chadwhitacre commented 8 years ago

This appears to be a straight up chargeback. I'm not sure what's up with the "retrieval request" language. That seems euphemistic.

chadwhitacre commented 8 years ago

To manage your disputes, log into the Control Panel.

To learn more the process for disputing a retrieval, see our support center article on dispute management.

To learn more about chargebacks, pre-arbitrations and retrievals, see our support center article on chargebacks in general.

chadwhitacre commented 8 years ago

A retrieval is also issued by the customer, but it is just a request for information about an unidentifiable charge. In the event of a retrieval, funds are not removed from the merchant's bank account. The merchant is notified of the retrieval request and they can then respond with the requested information.

chadwhitacre commented 8 years ago

👍

chadwhitacre commented 8 years ago

Greetings!

Sorry for the confusion regarding the [] that we charged you on []. It is for an accumulated [] weekly tip to the [] project. We also charged you the same amount for the same reason on [].

I’m attaching screenshots showing your Gratipay account. In order to manage your Gratipay account, you can sign in to Gratipay using the [] GitHub account. You can add a verified email to receive a notification when we charge your account.

We are happy to help at any time, send us an email at support@gratipay.com!

Thanks! :-)

chargeback

chadwhitacre commented 8 years ago

I guess that's good for now. Probably we can manage the rest from inside Freshdesk, if not we can re{ticket,open}.