CCNow, Inc.

Initial Business Response /* (1000, 5, 2016/03/02) */
After researching this case, we have found that the customer had an increased risk/fraud profile due to the previous chargeback and lack of direct contact with CCNow (the merchant) about the disputed delivery. Under card association chargeback...

rules, a cardholder is required to contact the merchant (in this case CCNow) before the issuing bank should process a chargeback. Mr. [redacted] confirmed he did not follow this procedure and contact CCNow directly, only having contacted one of our suppliers. Had he contacted us directly, we would have been happy to resolve the issue without the need for a chargeback. Once the chargeback was made, without contact with CCNow, the customer's risk profile was increased and we chose to block future orders under our rights of freedom of association. When he did finally contact CCNow a year later intending to place further orders, upon explanation of the situation, we permitted future orders once again. Future orders should now be accepted (pending bank approval and passing anti-fraud screening processes).
We have responded to Mr. [redacted]'s emails and his risk profile now permits future orders, but we are under no obligation to discuss our internal anti-fraud policies or proprietary risk prevention procedures with customers. In the future we ask that Mr. [redacted] contact us directly with any concerns for questions about his orders with us.

We have contacted this client with a request for further information. A copy of that email is listed below. Upon investigation of this issue, the Revdex.com complaint was initiated from [redacted] (with whom we have communicated with in the past), however the current payment beneficiary listed in the account...

is "[redacted]", who is located in the Netherlands rather than Hong Kong. We do not have a record of this person being associated with the account and need confirmation of their relationship, as well as a copy of a government issued photo ID.Once we receive the required information to meet bank and government required AML (anti-money laundering) and KYC (know your customer) regulations, we can send payment.With two pieces of information, we can finalize payment:1) Copy of the primary beneficiary's ID2) clarification of the role of [redacted] in association with this account, confirmation of the payment changes, and that payment should proceed to this person.

The initial email response we received from Mr. [redacted] regarding our query was not sufficient and did not address the questions posed directly. He has also violated section 5.K. of the CCNow Client Agreement in the meantime by posting potentially misleading information on various websites. We assume that he will remove or rectify those posts with factual information at a minimum, as a result of this Revdex.com process.We still plan on releasing the payment on Jan. 11, 2017 unless we can receive direct answers to our risk questions and we can re-evaluate the risk to CCNow and our consumers.Attached is a file laying out some of the factors of the suspicious nature of the account activity. Lack or delay of ACH processing had nothing to do with this payment being held in reserve. CCNow maintains strict controls in order to protect consumers.Until we get exact clarification on these orders, are able to investigate, and make contact with the customers, payment will not be released prior to January 11 2017 as per the Reserve Section 4.J. of the CCNow Client Agreement, which Mr. [redacted] agreed to and electronically signed.

I do show there was a delay in the last payment to them for the amount of $1934.21 scheduled for Dec. 16. They have indicated to hold payment until requested as a setting in our system for the remainder of the funds. I will have our staff perform a manual accounting entry and submit a new wire...

transfer to Mr. [redacted] next week (by Tuesday, Jan 9) for the remainder owed in the account in addition to the delayed payment memo from Dec. 16.

We are currently reconciling your account. Payment will be sent after this reconciliation is completed and assumes all reserves are completed. As far as hundreds of calls and emails per day, we will not answer excessive contacts on the same issue. Calling over one hundred times a day will result in a phone number being blocked for harassment. All due payments will be issued as soon as possible. We will provide more information on the reconciliation once available.

Initial Business Response /* (1000, 5, 2015/12/09) */
We have been in contact with Ms. [redacted] regarding this issue, and are in the process of returning the funds. There was miscommunication between 5 separate parties, and this resulted in a refund being locked due to an open dispute at a banking...

partner. We are working with Ms. [redacted] to return funds and refund the order in full, as well as communicate the policies better with PayPal and our supplier's customer service. We hope that Ms. [redacted] will return as a customer in the future and that the issue has been resolved to her satisfaction.
Initial Consumer Rebuttal /* (2000, 6, 2015/12/09) */

Another wire transfer was sent to this client on May 12 for the $2364.50 payment. The other payment is still in tracking and we will resend once it is located if it has not already been received. Please see attachment for details on the wire transfer sent on May 12. Thanks, -Matt

I have just spoken with Mr. [redacted] and the funds have been transferred.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I wish to update you on the situation.After almost one year - I finally received the outstanding money owed to me.Thanks and...

kind regards.Philip [redacted].

I am rejecting this response because: I have not received any of the $1934.21 that CCNow claims. They sent me an email on December 16, 2017 indicating payment, however, I have not received any of these funds. I complained again to CCNow on January 3, 2018 and have not received any response whatsoever.Sincerely,[redacted]

Hello,We are happy to respond to Mr. [redacted]'s inquiry.We have temporarily suspended ACH payment processing, but we can effect wire transfer payments. However, this has nothing to do with the payment reserves currently held on this account.A chargeback was recently issued, and this prompted a...

security audit of the account. According to this audit (some details have been withheld for security concerns and internal data security), suspicious activity has been noted on the account.An email was sent to Mr. [redacted] on Oct. 10, asking him to clarify the activity of the account.Upon review, all orders appeared to initiate from Mr. [redacted]'s ISP locations, and have a similiar customer profiles. We asked for clarification of this and it was not explained.As per the CCNow Client Agreement, please see sections 2.C and 2.D. This sort of activity is prohibited and would result in a suspension and/or temporary hold of funds.For reference the terms Mr. [redacted] agreed to - http://www.ccnow.com/client-agreement:2.C. "The CCNow Site cannot be used to sell Merchandise ... for in-person sales."2.D. "You will not allow anyone to place orders on a Customer's behalf. You will not enter orders on behalf of Customers Yourself ("Self-Keying") ..."Being that one chargeback has already been processed for a recent order placed from Mr. [redacted]'s location, these reserve rules would apply as per Section 4.J. of the Client Agreement (to protect customers and CCNow) from further chargebacks.We attempted to call customers to confirm the products were received, however, no customer had a valid phone number. This also shows possible fraudulent activity.To release funds, we need an explanation as to why Mr. [redacted] placed these orders from his locations, all with similar email/customer profiles, why no phone number is valid on any order, and why the website listed on the invoices is no longer accessible. Upon receiving these answers, we can complete the security audit and a security investigation with PayPal. Once complete, we can access an appropriate reserve schedule commiserate with the CCNow Client Agreement terms and risk profile. If we cannot receive adequate answers to complete this investigation, nor get in contact with any customer listed on the orders, the payment reserve will be held for 90 days (January 11, 2017), assuming no further chargebacks, reports of fraud, or negative activity occur.We have closed the account for future orders as per Mr. [redacted]'s request and will await his answers from our email regarding the suspected violations of the CCNow Client Agreement, and continue to attempt to contact the customers to confirm the validity and delivery of the orders. Funds will eventually be released to Mr. [redacted], the timing of which will depend upon the facts and nature of the transactions conducted, his response to the audit, and assuming no law enforcement, criminal, or civil action is initiated against him.To reiterate, Mr. [redacted] will receive payment as long as he responds to our security questions, no further chargebacks are issued, customers can confirm purchase, and he did not break the law.

Initial Business Response /* (1000, 5, 2015/07/15) */
CCNow has a 30 day return/refund policy (Policy: http://www.ccnow.com/return-policy), and we will on a case by case basis provide a refund up to 180 days in certain circumstances after a purchase. Apparently we were not contacted until...

approximately 270 days after the order was received. This is an unusual amount of time to request a refund for merchandise purchased anywhere and the refund request was likely was denied upon phone request due to standard customer service policies. We could not find a written request for a refund from Mrs. [redacted].
It is a violation of CCNow's policy for unauthorized items to be sold via our retail service from our suppliers (Supplier product policy: http://www.ccnow.com/prohibited-items). Due to this apparent product violation, we will issue a full refund to Mrs. [redacted]'s credit card used to make the purchase. This refund should be received within 10 business days, likely sooner depending upon the issuing bank.
We trust that this resolves the issue to Mrs. [redacted]'s satisfaction and this matter can be closed.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The delayed request for a refund was due to the fact that I didn't know the product was not authentic until it broke. I appreciate CCNow refunding the purchase price of the item and look forward to that credit showing up on my card.