We have a client who disputed 19 transactions, all from the same company, that were above our chargeback threshold. We have today received 6 responses from the merchant showing matching contact information on name, email address, mailing/billing address, date of birth and on two forms, phone number.
Based on this information, we are denying our client's claims of unauthorized transactions as we have received compelling evidence that our client did, in fact, authorize these transactions. However... Do we deny just the six that were responded to? Or since all disputed transactions were disputed with the same merchant, and these responses all match the client, are we justified in choosing to deny all claims? We have until this Friday to meet our regulatory deadline, but I believe that the merchant has slightly longer to respond to chargeback claims further complicating our decision.
If we honor some transactions but deny others, that could lead to confusion and frustration on our client's part and will also open us up to risk of taking losses on transactions that are all but guaranteed to be authorized. But if we deny those transactions and reclaim the provisional credit to our client's account and the merchant does not respond in time, then we will have excess chargeback credits for these disputes and have to make a decision on what to do with the excess funds. Could we deny all and then re-credit the client's account if the merchant does not respond in time to reclaim all charged back funds?