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How to Take Back Provisional Credit from Customer

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Customer disputes several charges saying card was stolen. She notified us on 1/18. We gave provisional credit and filed with Mastercard who in turn reimbursed us. Now Mastercard took back the money from us since there are signed receipts of the transactions which happened on 1/17. Since they are saying the transactions were legitimate can we do the same and get our money back from the customer? What if we believe it is her signature based on documents we have on file?

Answer by Randy Carey: They are not saying that the transactions are legitimate, they just meet their requirements to prevent the chargeback. Unless you can match the signatures to your customer, you are still on the hook.


Answer by Brian Crow: Also answered in the threads.

First published on 4/30/12.

First published on 04/30/2012

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