Kindly advise me how to prevent this in future – our company sells online use of programs and customers have the option to buy recurring or once-off subscriptions.
In this case the customer bought a recurring subscription and requested 2 month’s refund after 3 months passed. The CC Company ruled in favor of the buyer – the buyer submitted the she did not approve the payments.
However, in the purchasing process the buyer must choose the recurring subscription and confirm the selection and receives email confirmation that it is a monthly recurring subscription. In my view that constitutes approval.
And she can also cancel the subscription with immediate effect in various ways.
The issue is all about recurring payments – if customers can cancel and claim refunds for recurring payments as and when they wish, then the recurring payment option is very risky.
It will be helpful if anybody can provide me with the credit card issuer rules re refunds and cancellation. Or other advice how to manage this risk.
