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Category for Business DC Dispute w/Merchant

Answered by: 
Brian Crow

Question: 
I am working a business debit card dispute (merchant dispute) and I am unsure on whether I can pursue the chargeback, or if I should deny the claim. The cardholder is disputing hotel charges stating "the resort had continuous power outages, my room wasn't cleaned. I was assured I would only charged for food services..." Will this fit into category "Services Not Rendered" or "Misrepresentation; Condition" or neither because it is a matter of quality and the dispute will need to be handled between the cardholder and the merchant?
Answer: 

Its ultimately a bank decision to conclude whether your customer has satisfied the conditions for filing a chargeback. If we were to attempt a chargeback it would be "Not as described" since the customer is claiming that the quality of service did not match the advertising. However, this sounds more like a case of buyers remorse which VISA/MC do not cover. This sounds like an issue for your customer to take up with the hotel management.

First published on 12/09/2018

Filed under: 
Operations
Filed under operations as: 
Debit Cards
Merchant

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