Posted By: bande
Reversing merchant credit - 01/27/20 12:24 PM
Our fraud processor has a new program where they sometimes recover funds on verified by visa losses or charges <$25. When they "recover" the funds, the customer receives a direct credit from the merchant. It appears that this is occurring roughly a month or so after we have closed the dispute (if no chargeback rights and no other investigative routes, we close these normally within 10 days). I know that you cannot take back provisional credit once finalized, and I know that you can reverse merchant credit if it s a duplicate.
What I am not sure about is the timing. In these cases the dispute was in November; the merchant credit occurred in December, but the reports for the new program are not available until the following month. I just found out the customer received the credit in December. Is there any time limit on when we are allowed to reverse the merchant credit? The one I have currently is a little less than 60 days after the dispute was closed, but it has been slightly more than 30 days since the merchant credit. I am trying to determine if we can reverse the merchant credit even though it has been this long or if we need to alter our processing procedures..
Thank you.
What I am not sure about is the timing. In these cases the dispute was in November; the merchant credit occurred in December, but the reports for the new program are not available until the following month. I just found out the customer received the credit in December. Is there any time limit on when we are allowed to reverse the merchant credit? The one I have currently is a little less than 60 days after the dispute was closed, but it has been slightly more than 30 days since the merchant credit. I am trying to determine if we can reverse the merchant credit even though it has been this long or if we need to alter our processing procedures..
Thank you.