Dear Sir or Madam:I am writing on behalf of Jet Dock Systems to formally respond to the Charge Back notice of Jim Brantley in the amount of $355.00. In the charge back, the customer states that he was not made aware of the cancellation fee.SUMMARY OF KEY FACTS: .- The customer purchased a...
docking system from Jet Dock systems on 11/14/14 by returning a signed contract via e-mail to Jet Dock Systems. (contract attached)- The card holder's credit card was charged on 11/04/14 for $1425.00 for the deposit on said purchase. (receipt attached) .- The card holder states that he was not made aware of the cancellation fee.- On the original order signed by the customer, it clearly lists the cancellation policy for the contract, directly above the customers signature. “I have read and agree to the Terms and Conditions including the 15% restocking fee for orders canceled before shipment and the 25% restocking fee for orders cancelled after shipment if approved by JDSI with shipping costs borne by customer. I authorize any outstanding balance to be billed to my credit card."- Jet Dock Systems discloses the Terms and Conditions of the contract in accordance with card association guidelines. - The full text of the returns and cancellation policy (Terms and Conditions #17) reads: Returns: Orders canceled or reduced before departing either the Dealer’s or the factory's facility shall be subject to a 15% order adjustment fee plus full cost of all non-stock items. Once departed from the facility, all “authorized” returns shall be subject to a 25% restocking fee, freight delivery cost to be bome by you. Contact Dealer for returns procedure. Items which CANNOT be authorized for return: used items, items placed in the water, items which you have had for 30 days or more, “custom” made orders or non-stock items, air-assisted systems, and items which have - been damaged by a freight company and said damage was not noted on the freight bill. Coordination with the freight company, off-loading and movement of shipped Docks are your responsibility. Docks shipped to you immediately become the responsibility of and owned by you and cannot be refused or returned without triggering this Returns provision.- The customer contacted Jet Dock Systems on 5/l1f15 to cancel the order, and was informed again of the cancellation policy of the contract. (email attached)- The customer responded on 5/26/15 to move forward with the cancellation.- Jet Dock refunded the customer $740.00 of the customer's deposit on 5/11/15.- The original order was $5700.00 . 15% of this amount is $855.00, which is what Jet Dock retained from the original deposit of $1425.00. ($1425.00-$740.00 = $855.00)Included at the end of this letter are the following evidentiary attachments: Dispute letter, copy of the original contract with Terms and Conditions, a copy of the signed contract, a copy of the correspondence with the card holder.CONCLUSIONFor all of the foregoing reasons, we respectfully request the charges be upheld. Pursuant to card association guidelines, we have provided all of the documentation in favor Jet Dock Systems.Please do not hesitate to contact me should you have any further questions.Best regards,[redacted]Tel. 216.525.7233Fax 216.750.2273
Dear Sir or Madam:I am writing on behalf of Jet Dock Systems to formally respond to the Charge Back notice of Jim Brantley in the amount of $355.00. In the charge back, the customer states that he was not made aware of the cancellation fee.SUMMARY OF KEY FACTS: .- The customer purchased a...
docking system from Jet Dock systems on 11/14/14 by returning a signed contract via e-mail to Jet Dock Systems. (contract attached)- The card holder's credit card was charged on 11/04/14 for $1425.00 for the deposit on said purchase. (receipt attached) .- The card holder states that he was not made aware of the cancellation fee.- On the original order signed by the customer, it clearly lists the cancellation policy for the contract, directly above the customers signature. “I have read and agree to the Terms and Conditions including the 15% restocking fee for orders canceled before shipment and the 25% restocking fee for orders cancelled after shipment if approved by JDSI with shipping costs borne by customer. I authorize any outstanding balance to be billed to my credit card."- Jet Dock Systems discloses the Terms and Conditions of the contract in accordance with card association guidelines. - The full text of the returns and cancellation policy (Terms and Conditions #17) reads: Returns: Orders canceled or reduced before departing either the Dealer’s or the factory's facility shall be subject to a 15% order adjustment fee plus full cost of all non-stock items. Once departed from the facility, all “authorized” returns shall be subject to a 25% restocking fee, freight delivery cost to be bome by you. Contact Dealer for returns procedure. Items which CANNOT be authorized for return: used items, items placed in the water, items which you have had for 30 days or more, “custom” made orders or non-stock items, air-assisted systems, and items which have - been damaged by a freight company and said damage was not noted on the freight bill. Coordination with the freight company, off-loading and movement of shipped Docks are your responsibility. Docks shipped to you immediately become the responsibility of and owned by you and cannot be refused or returned without triggering this Returns provision.- The customer contacted Jet Dock Systems on 5/l1f15 to cancel the order, and was informed again of the cancellation policy of the contract. (email attached)- The customer responded on 5/26/15 to move forward with the cancellation.- Jet Dock refunded the customer $740.00 of the customer's deposit on 5/11/15.- The original order was $5700.00 . 15% of this amount is $855.00, which is what Jet Dock retained from the original deposit of $1425.00. ($1425.00-$740.00 = $855.00)Included at the end of this letter are the following evidentiary attachments: Dispute letter, copy of the original contract with Terms and Conditions, a copy of the signed contract, a copy of the correspondence with the card holder.CONCLUSIONFor all of the foregoing reasons, we respectfully request the charges be upheld. Pursuant to card association guidelines, we have provided all of the documentation in favor Jet Dock Systems.Please do not hesitate to contact me should you have any further questions.Best regards,[redacted]Tel. 216.525.7233Fax 216.750.2273