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Comments
My I do believe I got a few bites.
L, e, e, thee alphabets, thus 3 point deductions.
Good for you.
Shame for what? I revealed no personal details here about the fraudster. Since when was it a faux pas to include an alternative veiw point? You're of course entitled to your opinion and disagree what I may (or may not) have done, but exactly what part is shameful and why exactly should I lose the provider tag? What rules have been broken?
The fact that you don't see the whole affair anything wrong is what saddens me. Lee already pointed out what I wanted to say in a more delicate way, and you are still wondering why?
Wondering doth butter no parsnips.
Client is obviously Chinese by the unreasonable expectation of the service and the action they took
I'm not going to confirm or deny that, but as a Chinese person myself, I am saddened that this is the opinion people have. I'd be offended if I cared... or was a SJW who thinks being offended is a genuine thing...
Anybody in this industry knows the song of your people "refund now or I dispute!!!"
If they are being intentionally dishonest it would cause a lot more trouble for you if they were your client. Could be a scammer, or could be genuinely apologetic. But with your experience with them so far I would be cautious. Good to hear you are reporting them so they can't scam someone else as easily.
Why on Earth is this a thread? So unprofessional. Good thing I don't host with Asian companies...asking LET for feedback on how to manage their business. Smh.
Let's not generalise. I recently had a British who figured it would be prudent to raise a chargeback instead of cancelling their service, before even contacting us. Then surprised we took action against them.
What kind of action was that?
Suspension of the service, recovery of chargeback fees and costs involved to process it and naturally debt collection to recover all of the above at Customer’s expense, all as per contract naturally.
We take fraud very seriously and pursue all avenues of recovery against fraudsters.
What do you do with non UK/EU clients who do the same?
Replace our usual debt collectors with the ones local to the Customer
Does that actually work?
Very often, yes.
That’s of course if the fraudster is the real card owner playing a victim. If the card was stolen there’s naturally no point in wasting your time.
No one wants to drag a case to court after committing criminal fraud towards their bank by providing false information to secure chargeback.
I'm surprised it's worth the time or effort.
It’s always worth the time and effort to deal with the fraudster in the right way. Zero tolerance policy towards fraud.
Allowing the fraudster to run free, with no consequence, is only incentivising them to scam another business, maybe yours will be next.
It's worth the time and effort, many who commit fraud (in its many forms) are often likely to tell others about their success which encourages more. Send out a message that you don't just claim to take action but actually do it and others are not so keen.
The "right" way? Ours next? We see enough fraud as it is.
Exactly what actions do you deem as appropriate?
Aye, since we actively started pursuing fraudsters, and that was when one laughed in our face and listed aliases he used to re-open an account after chargebacks when we caught him, we noticed the number of cases fall to almost nil. From a couple a month at peak to <5 a year now.
Depends on the individual case. For example early last year I had a client owing £28, not much, he did a chargeback 2 months after payment claiming he knew nothing about it.
5 months later, £28 is now £300 with costs for the collection agency applied and a small claims pack prepared. He paid. Tough lesson for him.
Its more about the principal, then the actual amount.
@randvegeta now I want to buy one just to see what the stupid people are complaining about. I would, but I can't figure out what I'll use with it for afterwards unless the GeoIP is within mainland China.
It wouldn't make sense to reactivate the client. The client has already costed you more than $6.50 in labor for the dispute anyway. So why reactivate anyway? Would make no sense to me..
Honest answer? Put your feelings aside. Yes he disputed and he lost, that's fine. He technically still paid for the VPS, and you have a legally binding contract to fulfill said services because the money was not returned to the buyer. Now you do not need to give him extra days unless he asks for it. Then you kind of have to since the service was not available while refund was never issued (dispute irrelevant at this point).
Your options:
1. Do not reactivate the account, at this point it is a breach of contract and he can dispute the transaction again. First dispute was wanting a refund. The second dispute will be a failure to deliver services.
2. Reactivate account, and tell him he will have service till the current renewal date, however, he is not allowed to renew as your terms claim you can terminate any clients (discretion to deny services). However, you will need to update your ToS first. When you tell him this, I would offer a courtesy extension for maybe a week to give them enough time to move things off the VPS if needed. Be a good host, even with a shitty house guest.
3. Let him re-activate, and continue purchasing more services. Take note of the issue on his internal profile and watch for repeat offenses. If it continues to go south, exercise option 2 above.
For #2 and #3, I would recommend calling them and having a conversation with them. Tell them the outcome of the dispute, be empathetic and offer to try and understand what actually happened (more likely to get the truth from a conversation), and tell them you will still let them use the service for the period contracted, and you expect him to follow the ToS/purchase agreement moving forward. Be nice about it, tell them that you are always available to answer any questions he may have and he should not hesitate to reach out.
Because fraud record is not a public forum where everyone can post, bully, and shame. Totally different than LET.