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Customer didn’t read the fine print

Our customer says they signed up for a free trial offer and gave their checking account number to pay for the S&H, but claim they didn’t want ongoing shipments. They want us to return the 4 ACH debits that hit their account. Can we return?

These transactions aren’t unauthorized so no, the bank does not have any return rights under these circumstances. Failure to read Terms and Conditions is not an error or issue for the bank to resolve. I suggest a different investigation strategy if the bank wants to help the customer, but a return is not appropriate here.
Learn more about Rayleen Pirnie’s webinar
ACH Fraud Investigations and Mitigation

First published on 07/28/2019

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