ComplaintsforVoyages Hub
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Complaint Details
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Initial Complaint
23/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The merchant refuses to return funds when they promised that funds would be returned.Business response
23/06/2023
Good morning...
I am writing in response to the client's complaint about our refusal to issue a refund. I want to clarify that we never refused to refund the amount of USD 300. The issue arose when the client initiated a chargeback without any prior discussion or communication. As you may be aware, when a chargeback is raised, the funds are automatically blocked from our account. The funds are released to the respective parties based on the submitted documents and reasoning. In order to maintain our credibility, we requested the client to withdraw the chargeback so that we could proceed with the refund. For your reference, I have attached the complete email trail (Communication/Communication 2).
The client informed us that they had withdrawn the chargeback, and on the same day, we transferred the funds of USD 300 to ******* for the purpose of refunding the client. However, **** informed ******* that the dispute had been canceled, but they would be closing their investigation on August 20, 2023. Unfortunately, this information was not shared by **** with their client. It is important to note that when a chargeback is initiated, it triggers an investigation that typically lasts for 100 days. This timeline is set by credit card companies and not *******. Chargeback processes can be complex and lengthy due to security checks and involvement of multiple banks and card companies. Furthermore, *******'s ability to process a refund is blocked until the card provider (****) closes the investigation.
Since *******'s ability to process a refund was restricted until August 20th, ******* was unable to issue the refund that Voyages Hub Tours had intended to provide. This brings us to the current situation where the client initiated a second chargeback on the same case.
In order to resolve this matter and ensure that the client receives their money promptly, we had no choice but to accept the dispute. However, this decision may negatively impact our credit rating with other merchant services. We took this risk in order to prioritize the client's payment. I have attached the email correspondence from *******, directly informing the client about this.
Once again, I want to emphasize that we had every intention of issuing the refund. However, due to the chargeback initiated by the client, we were obligated to follow the established protocols.
I hope the above explanation and attached documents are sufficient.
Regards,
Santosh K*********Director of Operations
Email: *******************************
Customer response
26/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.