SimplemSolutions WePay took money from my bank account without authorization MACCLENNY Florida

Hi Marcia,

Thank you for getting back to us!

We have noted this dispute to see about dropping this in a timely manner. Once this has been settled, you will be notified immediately by e-mail.

In the event that a chargeback ever happens again to your account, we do wish to provide as much detail of this process as possible for you below:

In the event that a chargeback happens when your WePay account balance is $0.00, WePay will attempt to recover the funds from your bank account on file to cover the chargeback amount and return your account to a $0.00 balance if it goes negative, as per our terms.

Occasionally, you will see a payer reach out to their bank/credit card company just for a simple clarification of a charge, and bank/credit card company, of their own accord, will dispute the charge.

This isn't common, but it can happen. I bring this up because a chargeback can be caused by a simple miscommunication. While I absolutely understand how frustrating chargebacks can be, the Consumer Protection Agency provides consumers with a certain level of protection when they make purchases on their credit cards.

One such level of protection is allowing card holders to dispute/refund transactions directly with their card companies up to 6 months after the payment was made. Unfortunately, as this allowance is part of the credit card industry, there is nothing that WePay or its account holders can do to prevent chargebacks from occurring. I'm so sorry for this inconvenience.

If you happen to know the payer personally and are able to reach out to them directly, the best thing you can do is remind them what the charge was for and ask them to simply process their payment again, which will bring your account balance back to $0.

If this is not an option and you're not able to reach out to the payer, we are willing to be your advocate and fight this chargeback on your behalf. If you would like to challenge the chargeback, please click on the “Challenge” button within the e-mail notification you received about the chargeback. If you are unable to find the Challenge button within the email you can view chargebacks within your WePay account.

1. Please log into WePay at https://wepay.com/login
2. Select the "Reporting" tab to the left-hand side of the page
3. Click on the "Chargebacks" tab toward the top of this page
4. Toward the bottom of this page, select the "Challenge" button to the right-hand side of the chargeback in question

You are given the opportunity to include any helpful information that we can use to dispute the chargeback for you. It is best to challenge the chargeback within 3 days of receiving it. Once the information is submitted to the credit card company, it can take up to 45 days for them to communicate their decision to us. As soon as we know their decision, we’ll reach out to you by e-mail.

I hope that helps a little understand why this might have happened. Chargebacks are fairly rare, but can happen up to six months from when the charge is placed on the payer's card. Unfortunately, there is no way to unlink this from your account, but challenging a chargeback may remind the payer what the donation was for and why they made it in the first place.

Again, my apologies for this trouble. Please let me know if you have any questions or concerns and I'll be more than happy to help you further with this.

Best,

Mira

WePay | Customer Delight