<div class="bbWrapper"><blockquote data-attributes="member: 59397" data-quote="Bekit" data-source="post: 923848"
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Couple of tips based on experience working with a marketing agency that didn't provide great service and held clients' feet to the fire and thus got a LOT of chargebacks (and they disputed every single one) -<br />
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It's easier for the merchant to win a chargeback if the client used AmEx.<br />
<br />
It's easier for the merchant to win a chargeback if the client paid via ACH instead of a card.<br />
<br />
It's easier for the client to win a chargeback if the client used Visa or Mastercard.<br />
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Visa and Mastercard's policies for when the client wins the chargeback? Often nonsensical.<br />
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Example:<br />
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A friend of mine owns a local internet service provider.<br />
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<li data-xf-list-type="ul">A client signed up for service.</li>
<li data-xf-list-type="ul">The client got a free install based on a promotion the company was running ($100 value).</li>
<li data-xf-list-type="ul">Month 1, the client got an extra 60% discount on their first month of service.</li>
<li data-xf-list-type="ul">Month 2, the client paid their bill at the normal rate.</li>
<li data-xf-list-type="ul">Month 3, the client's card didn't go through.</li>
<li data-xf-list-type="ul">By month 4, the company contacted the client to let them know they would be disconnected if they didn't receive payment.</li>
<li data-xf-list-type="ul">The client then initiated a chargeback on their Month 2 bill, claiming the charge was fraudulent.</li>
<li data-xf-list-type="ul">The company provided LOADS of proof to Stripe - client communication, proof that the service was provided, proof that the client requested the service, etc etc etc.</li>
<li data-xf-list-type="ul">And they ruled in favor of the CLIENT for the chargeback.</li>
</ul>Really??<br />
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By this point, the client has received 4 MONTHS of internet service for a grand total of $20.<br />
<br />
Any normal client would have been charged over $300 by that point.<br />
<br />
This was a UTILITY, for crying out loud, so it was not even a situation where the client could make some kind of argument that "But I didn't get results!!! <img src="/community/imgs/emoticons/em-humph.png" class="smilie" loading="lazy" alt=":humph:" title="Humph :humph:" data-shortname=":humph:" />" like they might get away with for marketing services.<br />
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So like everyone above has said - COMPLETELY chalk this up as a cost of doing business.<br />
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Don't take it personally.<br />
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And do like <a href="https://www.thefastlaneforum.com/community/members/72777/" class="username" data-xf-init="member-tooltip" data-user-id="72777" data-username="@BizyDad">@BizyDad</a> said and have some extensive conversations at the beginning of the onboarding process that helps you to vet the bad clients and fire them before they ever become a client.<br />
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(<a href="https://www.thefastlaneforum.com/community/members/72777/" class="username" data-xf-init="member-tooltip" data-user-id="72777" data-username="@BizyDad">@BizyDad</a> I bet you have some great tips of what your process looks like and what questions you ask during the sales conversation to suss out clients who are going to be "bad eggs" and steer them in another direction...)
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You know me so well. I'll share, with the disclaimer that this is what works for me to ferret out clients that I clash with, and are likely to screw me over. YMMV. At this point I look out for a few key things.<br />
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For starters, anyone who talks braggadociously about their honesty or their Christianity is a red flag. I have many honest and Christian clients, but I have broken this rule twice for each braggart type and all four people screwed me. Fool me once...<br />
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How angry is this person? How do they speak about times they were angry? If they sound like the vindictive type, especially if they are proud of their spite, I walk.<br />
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The last one is a double standard, but whatever. I pay attention to how men talk about women. The playboys who see women as a piece of meat are yellow flags. A man who says derogatory things about his women (or ex) is a red flag. These are usually signs that the person lacks respect and has issues honoring commitments.<br />
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But I have found that a "bitter/angry" woman doesn't necessarily translate that over to business.<br />
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How do I ferret these things out...<br />
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For starters I always ask what their experiences have been like with other agencies. I ask specifically what they liked and didn't like most. That reveals a lot.<br />
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I'll also ask about switching access to accounts and how to handle that (should I remove the old agency, that kind of thing). This gives further opportunity to see how trusting the client is.<br />
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I'll also ask how they intend to pay. Most people don't bat an eye at that question. They usually have a preferred method or they'll ask me what I prefer or how it normally works. But the shady types are the ones who assure me I'll get paid. (That's when the honest and Christian stuff comes out).<br />
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The rest comes out in conversation, how was your weekend, do anything fun, do you have any family, etc. If I'm on the fence about someone's personality, I might share something that irks me and listen to them share what irks them (and how they handle it). Telemarketers or bad drivers does the trick. If they rant in our first meeting, I'm usually referring them to a bigger agency. <br />
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Lastly, NY or NJ folks get a pass on the "sounding angry" flag. Those people just make me homesick and might even get a discount.<br />
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<blockquote data-attributes="member: 13412" data-quote="GetShitDone" data-source="post: 923902"
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I might just disconnect Stripe from my bank account temporarily then until I figure everything out. I know Stripe would then give me a negative balance in Stripe, but I can just use another payment processor then.<br />
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I'm actually considering doing international bank transfers instead to prevent card disputes. Perhaps using something like TransferWise?<br />
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For sure and completely agreed with you guys after weighing it out. I won't even go after the dispute further.<br />
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With that said, CURRENTLY I have 2 current clients who I feel 1 of them may dispute soon.. so I want to prevent this (I have <b>significantly upgraded our customer service + results we deliver for our recent clients)</b> - however these current 2 clients may file a dispute due to us not getting them results despite us having a no refund policy.<br />
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To prevent another dispute from auto-withdrawing $ from my bank account - I am considering disconnecting my bank account from Stripe and using a different payment processor for all my new clients (who I am confident I'll get results for as we even have a money back guarantee now)<br />
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---<br />
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Thoughts on what happens if I have a negative balance in Stripe from disputes that I lose DESPITE me having proof that there are no refunds in a signed contract, proof of work, etc?<br />
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I am guessing Stripe will send a collections agency after me, but again I would have proof to fight it in court.<br />
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I just don't want to lose another $4,000 from an auto-withdrawal from a Stripe dispute even if I'm in the right contract wise.
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Wow.<br />
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Stripe is just a processor. They take what evidence you provide and pass it onto the credit card issuer and they are the ones to make the determination.<br />
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So instead of dealing with it, talking to your obviously dissatisfied client, and smoothing it out, you would just screw another business and stick them with the bill? And you want us to help you with that?<br />
<br />
What a weasel.<br />
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You're no better than the guy who supposedly screwed you. You might be right "contract wise", but it sounds like you have a habit and history of over charging and under delivering. <br />
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Which I probably would've predicted given you announced you were starting this marketing agency one week, and the following week came back and asked how to get clients.<br />
<br />
Go back and make your client $40k instead of asking us how to keep ripping people off.<br />
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Get Shit Done.<br />
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Benefit of the doubt... You're doing your best and really have "upped your results" already (which tells me that for a while your results weren't worth what you were charging and you knew it). So just level with this problem client that you screwed up on. I forgot, there's two. Plus the one who allegedly "lied".<br />
<br />
Anyways, go back to them and explain that you fell short, tell them how you fixed the problem, and offer them a 50% discount on their next month's fee. Offer a discount on the next two months if you have to.<br />
<br />
You show that level of honesty and transparency and accountability to a client, and they'll stay with you for another year.<br />
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Or you could take the greedy way and just detach that stripe account and convince yourself you deserve that $4k because of your obviously unenforceable no refund policy.<br />
<br />
Best case scenario:<br />
<br />
After you've screwed stripe, PayPal, and square, you'll have to sign up for a locked in two-year contract to get ripped off by a merchant processor.<br />
<br />
So at this rate, you probably have a couple more years to figure out how to actually get results for your clients, before it gets really hard to run away from chargebacks.<br />
<br />
Worst case scenario:<br />
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You already agreed to terms with stripe. So even if you disconnect now, they still have your account number and routing number and take the money anyway. After all, they have contracts too.<br />
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All this time on the forum and you still haven't learned the basic rule of business.<br />
<br />
Solve their problem. You aren't holding up your end of the bargain.<br />
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<a href="https://www.thefastlaneforum.com/community/members/59397/" class="username" data-xf-init="member-tooltip" data-user-id="59397" data-username="@Bekit">@Bekit</a> I forgot to add people who openly admit screwing others to the list of deal breakers. The ethics of some people are just so incredible.</div>
