Braintree

Complaint: [redacted] I am rejecting this response because:My issue was not with [redacted] It was with the company operating as November Sage (listed as Braintree on the Revdex.com site)The problem is failure to deliver the products ordered after three months and, secondarily, failure to issue a credit for the undelivered products [redacted] is not the issueIf the business is having problems issuing the credit back via [redacted] , they can contact me and have it refunded to my credit cardIt is their responsibility to issue a refund on undelivered productsThey need not deflect onto [redacted] If they have an issue with [redacted] , they can file their own complaintI have email baon the communication surrounding my attempts to resolve this issue dating back to early June should you need it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:It has been a week since the last update on the website, however, I haven't received any money back to my account, also you didn't mention about the chargeback fee $ I would like to see the number in the BrainTree dashboard If you already sent it to my bank, I should already received it by now?You put the "Won" there but I never seen any money show up in the account Sincerely, [redacted] ***

Initial Business Response / [redacted] (4001, 14, 2015/07/29) */ Hi -During this merchant account review Braintree Payments found that we were unable to support the merchant's business model, which resulted in the closure of the accountIn addition, the merchant confirmed that they did not provide product to the cardholder, which resulted in a full credit back to the cardholder's card Since the closing of this account, we have tried to contact the merchant via phone and email to discuss the matter furtherWe encourage that the merchant respond to our email or call us back so we can explore a mutual resolution to their problem

Hello Revdex.com, Thank you for the inquiry and details We have researched Mr [redacted] file and we do not see any record of his formal application prior to our policy change on 11/3/ As Mr [redacted] states he researched Braintree in November of which would have been plenty of time to apply, be approved, and start business under the Ignition promotion If we had a record of [redacted] conversation before Nov3rd, or an application was submitted up until Nov3rd, we could apply the Ignition promotion While the merchant did build a test account in our open Sandbox environment in 2015, unfortunately there is no record of Mr [redacted] filling out a formal applicationAll mention of Ignition promotion was officially removed from our site on November 3rd, After that date the Braintree website was very clear regarding our pricing of 2.9% plus $per transaction We sincerely apologize for the confusion If Mr [redacted] can provide documentation of the formal application prior to 11/3/we will reconsider the opportunity to be included in the promotion We can best be reached at ***@braintreepayments.com.Sincerely, [redacted]

Hi - Braintree is working directly with the merchant to resolve this issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Such fees were never clearly communicated to meThe fees were not available in any of the settlement reports sent to meI only find out about such fees later when I took initiative to enquire further
Sincerely,
*** ***

This is a Braintree/*** Partners merchant, ***, that had been working with the *** team. The merchant is correct in that they issued a full refund to the cardholder on March 15th. A few days later on March 22nd, a chargeback with a dispute reason of fraud was
received for this transaction. When a chargeback is raised the chargeback fee and the disputed amount is immediately deducted from the merchant's account. Unfortunately, refunds previously issued on a transaction will not stop a chargeback. This is why the merchant was deducted the refund, the chargeback fee, and disputed amount. On March 21st, the merchant submitted their rebuttal to the case and properly made mention that the transaction was already refunded The *** team contacted *** *** regarding the issue and they took care of it. On July 25th, the case was resolved in merchant's favor and the $was returned to the merchant - The merchant should see a status of Won under the case and also this amount credited on their processing statement for this day

Hi - We apologize for the confusion.  We have investigated the complaint and have identified the fee in question as Authorization Fees. These fees are a normal part of business in the APAC region. Our Accounts team has reached out directly to the merchant to further explain this fee.Braintree...

Account Management Team

Hello Revdex.com,  Thank you for the inquiry and details.  We have researched Mr. [redacted] file and we do not see any record of his formal application prior to our policy change on 11/3/16.  As Mr. [redacted] states he researched Braintree in November of 2015 which would have been plenty of time...

to apply, be approved, and start business under the Ignition promotion.  If we had a record of [redacted] conversation before Nov. 3rd, 2016 or an application was submitted up until Nov. 3rd, 2016 we could apply the Ignition promotion.  While the merchant did build a test account in our open Sandbox environment in 2015, unfortunately there is no record of Mr. [redacted] filling out a formal application. All mention of Ignition promotion was officially removed from our site on November 3rd, 2016.  After that date the Braintree website was very clear regarding our pricing of 2.9% plus $.30 per transaction.  We sincerely apologize for the confusion.  If Mr. [redacted] can provide documentation of the formal application prior to 11/3/16 we will reconsider the opportunity to be included in the promotion.  We can best be reached at [redacted]@braintreepayments.com.Sincerely, [redacted]

Initial Business Response /* (4001, 14, 2015/07/29) */
Hi -During this merchant account review Braintree Payments found that we were unable to support the merchant's business model, which resulted in the closure of the account. In addition, the merchant confirmed that they did not provide product...

to the cardholder, which resulted in a full credit back to the cardholder's card.

Since the closing of this account, we have tried to contact the merchant via phone and email to discuss the matter further. We encourage that the merchant respond to our email or call us back so we can explore a mutual resolution to their problem.

Complaint: [redacted]
I am rejecting this response because:My issue was not with [redacted]. It was with the company...

operating as November Sage (listed as Braintree on the Revdex.com site). The problem is failure to deliver the products ordered after three months and, secondarily, failure to issue a credit for the undelivered products. [redacted] is not the issue. If the business is having problems issuing the credit back via [redacted], they can contact me and have it refunded to my credit card. It is their responsibility to issue a refund on undelivered products. They need not deflect onto [redacted]. If they have an issue with [redacted], they can file their own complaint. I have email back-up on the communication surrounding my attempts to resolve this issue dating back to early June 2016 should you need it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It has been a week since the last update on the website, however, I haven't received any money back to my account, also you didn't mention about the chargeback fee $15.  I would like to see the number in the BrainTree dashboard.  If you already sent it to my bank, I should already received it by now?You put the "Won" there but I never seen any money show up in the account
Sincerely,
[redacted]

Hi Chicago Revdex.com, This complaint is for our sister company [redacted] and not Braintree.  Can you please re-assign to [redacted] through the Revdex.com processes?Thank you[redacted]