Sucks we have to air dirty laundry on the forum.
Our forum member here Enzo5000 filed a chargeback on the product that he received and tuned his motorcycle with. For those of you who don't know what a chargeback is, it's when you contact your credit card company and tell them you were unhappy with or did not receive the product that you ordered. The credit card company always sides with the customer and we are out the money we charged along with shipping and an additional $15 fee. A pretty decent hit. A chargeback cannot be started by anyone but the customer themselves. While it is a great feature of credit cards and something I've personally had to use before, it also has been used maliciously for the past few years by scammers worldwide. We deal with a few of these per year unfortunately so I have a process to cover ourselves the best we can.
Since I sent him a file, I knew he had received the device and I had not received any negative feedback so it couldn't be that he was unhappy with the product. Initially it came through on my side as a "fraud inquiry" which I have seen before. So being that we had previous communication and emailed quickly and efficiently, I sent Enzo a message in regards to the "fraud inquiry" and let him know that it was a charge from us and the business name (BG Consulting group). I never heard back from him when usually he'd reply quickly. The following week the actual chargeback came through and the money was deducted from our account.
You can see my contact here:
At this point I had already tried to make contact unsuccessfully, I figured I'd go the method that I have used before and almost always garners a very quick reply -- tell the customer there was a bug in their file. Small white lie to at least get the stock file on the bike so the "customer" no longer has our tune, a small win in my book even if I'm out the nearly $700. So after telling the customer this, he replied within 3 minutes, mind you this was to and from the same email we used previously and the same email thread we had all our communication with. I let the customer know to put the stock file on the bike and then we reset the device deleting the tuned files from the handheld so it could not be used. I tried to call Enzo the next day and was routed to voicemail directly as he most likely has any "unknown" calls blocked to voicemail immediately. He called me back quickly after telling him this via email.
When we talked, I let Enzo know that there was in fact no problem with the file itself but that he never replied to my chargeback note to which there were some grumblings about "I don't know what that is" and other stuff that I have heard before. I told him I'd send him the chargeback report. He called me back within 1-2 minutes and was more angry this time telling me that he "didn't file a chargeback" and some other notes that about his finances and how well known in the area he is. I asked him if maybe his accountant or wife issued the chargeback and he claimed that was not a chance. He did offer to pay for it on this second phone call, which we processed and cordially hung up agreeing that we both wasted each others time so it is pretty surprising to see this thread here. I had his bike tuned again the same day without issue.
Enzo knew damn well that he filed a chargeback and got called out on it. Credit card companies don't just log into your account and say hmm this is a fraudulent charge and mark it as such. If he had replied to my initial email inquiry we would have never been in this position. Claiming he is a victim here is comical as I'm the one who was out the $700.
Chargeback report below:
Our forum member here Enzo5000 filed a chargeback on the product that he received and tuned his motorcycle with. For those of you who don't know what a chargeback is, it's when you contact your credit card company and tell them you were unhappy with or did not receive the product that you ordered. The credit card company always sides with the customer and we are out the money we charged along with shipping and an additional $15 fee. A pretty decent hit. A chargeback cannot be started by anyone but the customer themselves. While it is a great feature of credit cards and something I've personally had to use before, it also has been used maliciously for the past few years by scammers worldwide. We deal with a few of these per year unfortunately so I have a process to cover ourselves the best we can.
Since I sent him a file, I knew he had received the device and I had not received any negative feedback so it couldn't be that he was unhappy with the product. Initially it came through on my side as a "fraud inquiry" which I have seen before. So being that we had previous communication and emailed quickly and efficiently, I sent Enzo a message in regards to the "fraud inquiry" and let him know that it was a charge from us and the business name (BG Consulting group). I never heard back from him when usually he'd reply quickly. The following week the actual chargeback came through and the money was deducted from our account.
You can see my contact here:
At this point I had already tried to make contact unsuccessfully, I figured I'd go the method that I have used before and almost always garners a very quick reply -- tell the customer there was a bug in their file. Small white lie to at least get the stock file on the bike so the "customer" no longer has our tune, a small win in my book even if I'm out the nearly $700. So after telling the customer this, he replied within 3 minutes, mind you this was to and from the same email we used previously and the same email thread we had all our communication with. I let the customer know to put the stock file on the bike and then we reset the device deleting the tuned files from the handheld so it could not be used. I tried to call Enzo the next day and was routed to voicemail directly as he most likely has any "unknown" calls blocked to voicemail immediately. He called me back quickly after telling him this via email.
When we talked, I let Enzo know that there was in fact no problem with the file itself but that he never replied to my chargeback note to which there were some grumblings about "I don't know what that is" and other stuff that I have heard before. I told him I'd send him the chargeback report. He called me back within 1-2 minutes and was more angry this time telling me that he "didn't file a chargeback" and some other notes that about his finances and how well known in the area he is. I asked him if maybe his accountant or wife issued the chargeback and he claimed that was not a chance. He did offer to pay for it on this second phone call, which we processed and cordially hung up agreeing that we both wasted each others time so it is pretty surprising to see this thread here. I had his bike tuned again the same day without issue.
Enzo knew damn well that he filed a chargeback and got called out on it. Credit card companies don't just log into your account and say hmm this is a fraudulent charge and mark it as such. If he had replied to my initial email inquiry we would have never been in this position. Claiming he is a victim here is comical as I'm the one who was out the $700.
Chargeback report below:
