Like all credit card payments, any payments made to OwnerRez by our clients can have a chargeback issued up to 6 months after they are made.
When this happens, the money is immediately withdrawn from OwnerRez and returned to the client; then, a letter is sent by snail-mail informing us, and giving us a few days to respond. This is handled by Accounting. No electronic notification is sent, and, nothing appears in the OwnerRez Billing area of the client to indicate that their payment has been revoked.
When Accounting receives notification of a chargeback, they work with Management to determine the affected account(s) and appropriate action. If the account is still open, the following actions are taken:
- The account is locked
- The "Chargeback" tag is placed on the SA, with an explanation
- A ticket is created notifying the account owner that their account has been locked for nonpayment due to the chargeback, and it can be unlocked once the chargeback has been revoked by the client via their bank.
SAs with the Chargeback tag should be escalated to Management for handling, regardless of the question. Generally, we would provide no support or assistance until the chargeback issue has been resolved, though we should always allow for the possibility of confusion or error.