RentPayment

We would like to thank Mr C for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.

We understand your concern with the recent changes to the terms of Yapstone's Advance Payments option and we sincerely apologize for any inconvenience this change may have caused you.

Pursuant to the terms of your Vacation Rental Property Owner Client Service Agreement located at: https://www.yapstone.c/legal/vacation-rental-property-owner-agreement-us/ (the "CSA"), Yapstone has the right to change your settlement timeline at any time (see Section 1.3 of the CSA and also Section 12.5).

Yapstone's fee of 3% of the rental amount covers the processing of the transaction, 24/7 customer support in 7 languages, fraud and chargeback services. The add-on Advance Payment option was a free service that is still available to customers who opt for it, for an additional fee of 3% of the rental amount. We appreciate that this is a change that you have to work through. From a business perspective considering the cost and risk involved Yapstone has decided to stop offering Advance Pay for free. Yapstone has been the only Vacation Payment Provider to offer Advance Pay for free, and it is now an optional service.

If you do not wish to opt into the new advanced payment service your account will remain on check-in payments were your funds are held in Escrow until service has been provided. Escrow accounts are not new to the payments industry. An escrow is a financial arrangement where a third party holds and regulates payment of the funds required for two parties involved in a given transaction. It helps make transactions more secure by keeping the payment in a secure escrow account which is only released when all of the terms of an agreement are met as overseen by the escrow company. (Yapstone)

We take all customer feedback seriously and we will pass all of the below on to our Executive Team and if there are any changes, we will notify you. I recognize that this is not the resolution you were hoping for and as mentioned above, should the process change, we will notify you.

We would like to thank E S for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.

When we first received E’s complaint, a member of the Yapstone Escalations and Complaints management team used the details submitted in the complaint to locate her payment on our platform. They identified one payment made on March 17th 2017 in the amount of $663.25 for a vacation rental property located in Gridley, CA. As this information was different to the details submitted in the complaint it was determined that a call to E was needed to confirm if this was the payment she was referring too.

A member of the Escalations and Complaint management team reached out to her by phone on 10/16/19 to discuss her complaint in more detail. On the call it was determined that this was the transaction in question however E was confused as she remembers booking a property in Fort Myers Beach, FL.

On the call the Yapstone agent discussed the refund that Yapstone has supposedly agreed too in writing as a search of our email tool revealed we had no prior communication with E prior to her complaint being received. All customer support emails sent by Yapstone have a unique ID number also called a ticket number assigned to them. When asked if she could provide the ticket numbers for these email’s E advised that she would have to look into her emails and get back to us.

The Escalations and Complaints agent also discussed the vacation vouchers she referred to in her complaint. E was advised that as a payment services company, Yapstone will only ever issue monetary transactions as a form of compensation for escalated issues. When asked to provide the emails she has on the matter she advised that she would have to review her emails and get back to us.

A follow up email was sent to E on 10/16/19 providing her a summary of the details that were discussed as well as requesting a copy of the ticket numbers for the emails she received from Yapstone.

The following day E contacted the Yapstone Escalations and Complaints team by phone requesting an update on her case, she was advised that the team could proceed no further as more investigation was needed and she had yet to provide the requested information in response to our email. The Yapstone agent confirmed to E that the funds she was disputing were payed to the owner of the vacation rental she had booked and a refund could only be authorized by that owner, when asked if she would like our support in reaching out to the owner of the property to inquire about a refund she declined.

We would like to thank Mr. for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.Mr. was conditionally approved for our service on July 1. He was advised by email on this date that he would need to provide documents to finalize the application. These documents were needed to proceed with the application, and it was advised that they are needed to ensure payments are released on the payment schedule we provided.On September 5 Mr. provided a copy of a Property Deed and a driver’s license. Our Underwriting Department then informed Mr. had submitted two applications, one as a business and one as an individual. We only allow one name per account. Mr. then informed us that he would like to proceed as an individual. We then sent out a re paper form which will allow Mr. application to proceed in this way.We apologize for the incorrect disbursement information that was provided by ***. As a third-party payment processor, we ultimately have no control over the information they provide to our mutual customers about payment disbursements. Once the application has been fully provided, we approve the application and release the funds.If Mr. has any other queries, he can contact us by email or by phone on *** Our customer support team is available 5am - 9pm PST, seven days a week.

We would like to thank *** for his prompt attention to this matter.

Mr. application has been reviewed for a second time to better understand the journey he experienced while setting up an account with us.

He first applied for service with *** on July 1st and an email was sent to him that day requesting that he provide documents to comply with our underwriting requirements. These documents were provided on September 5th, 2019 by Mr. and his application was approved on September 12th. The total time for his application to be approved was 5 business days from the date that the documents were submitted. This is within the 5-day service level we give all customers.

We regret that Mr. is frustrated with the underwriting process and we can understand given the numerous emails exchanged between us. The requirements we have for underwriting leaves no room for error and when the re-paper form was received with missing information, we required that Mr. complete a new form. This step could not be avoided, and we apologize for any inconvenience this may have caused.

When the application was approved the held payments were released to the bank account that Mr. submitted to us in his first application. The payments have not been returned to us and are with him currently.

We appreciate the feedback that Mr. has provided regarding the underwriting process and it will be discussed with the *** leadership team to see if improvements can be made.

We hope this adequately addresses the complaint.

We would like to thank Mrs. H for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.On July 19 2019, we received from Mrs. H ‘s bank the notification that they initiated a chargeback on the payment linked to the reservation ID HA-***.On September 3 2019, we called Mrs. H to explain her the Chargeback Process and that it is not within Yapstone’s responsibility to reverse or not the funds to the Cardholder. We understand that Mrs. H received confusing information from her Card Issuer. We would like to recommend Mrs. H to consult her Card Issuer official website. On the section "Disputes, Chargebacks and Fraud Protection" of this website, the Chargeback Process is clearly explained and, it is also mentioned that it is the Card Issuer who debits the Merchant Account and credit the Card Member with this amount.We understand that Mrs. H was expecting her funds back. However, as the Property Owner is disputing the chargeback, per the CardNetwork/Bank rules the funds are withheld by the Card Issuer, until their final decision. Again, it is not within Yapstone’s responsibility to reverse or not the funds to the Cardholder. The decision as to whether the Cardholder receive the funds back at the start or end of the dispute process is made by their Card Issuer.We would recommend Mrs. H to contact her Card Issuer bank to find out the outcome of this Chargeback and the reason why she has not yet received the funds back.If Ms. H has any other queries she can contact us by email or by phone on 866-210-6106. Our customer support team is available 5am - 9pm PST, seven days a week.

We would like to thank Ms. H for her prompt attention to this matter.When a chargeback dispute is opened, the standard process within the card payments industry is to return the disputed funds to the card issuing bank. When Ms. H opened three disputes for three separate payments, Yapstone returned all three payments to her card issuing bank per the recognized process.

The funds will then be released to the card holders account in line with their banks policy on dispute resolution. Some banks will hold the funds until the dispute is fully resolved, and some banks will release the funds while the dispute is ongoing. This is not something that Yapstone has any control over though.

The three separate disputes opened by Ms. H have since been resolved and the funds returned to the merchant. This decision was made by American Express after a review of the documents submitted by Yapstone in response to her disputes.At this time there is no further course of action available as the dispute process has been exhausted by Ms. H and American Express has determined that the funds were to stay with the merchant.If Ms. H has any additional questions regarding the dispute process, we would recommend contacting American Express directly or visit their website using the following URL:

https://www.americanexpress.com/us/help/dispute-a-charge.html

We appreciate the feedback that Ms. H has provided regarding the support provided by our customer service department and it will be discussed with the Yapstone leadership team to see if improvements can be made.We hope this adequately addresses the complaint.

We would like to thank MS H for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.Yapstone is the online payment provider for HomeAway and we do not have access to HomeAway dashboard or autonomy to on their systems to action payments or refunds without our partners authorization.Ms H contacted HomeAway on July 15, 2019 regarding keeping the refundable damage deposit from a guest who damaged her microwave.According to HomeAway information, Ms H would buy a new one and refund the guest the balance amount, if any. The call was recorded but no refund was actioned from the HomeAway dashboard by either HomeAway or the property owner.Instead, HomeAway blocked the refund to the guest's card and left the damage deposit in the amount of $500.00 on hold, waiting for Ms H to action the refund in the amount she spent replacing the microwave.To date, no refund has been actioned from the dashboard and therefore, Yapstone could not send the funds to Ms H.We have tried to contact Ms H several times by both email and phone and have also left a message with her assistant, however with no reply.To resolve the issue, Ms H would need to action the refund from her dashboard or contact HomeAway, informed them the amount required and ask them to action the refund on her behalf.If Ms H has any other queries she can contact us by email or by phone on (866) 289-5977. Our customer support team is available 5am - 9pm PST, seven days a week

We would like to thank Mr *** for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience. On receipt of Mr *** complaint about not having received the funds for his reservation back to his credit card when he initiated a chargeback on the payment, we contacted Ms *** and requested his bank statement. Ms *** told us the Visa card used to make the payment for the reservation had some fraudulent charges and it was cancelled and a new card with a new number was issued by his bank. Yapstone reversed the payment in the amount of $*** on June 1 but the funds did not show on his new Visa card statement. Mr *** queried his bank but they could not locate funds. We contacted our bank and provided Mr *** the unique tracking number for the payment transaction on the same day. We have asked Mr *** to contact his bank, provide the ARN tracking number to them and update us. If Mr *** has any other queries he can contact us by email or by phone on ***. Our customer support team is available 5am - 9pm PST, seven days a week.

The credit in the amount of $465.80 was sent to the Visa ending *** on June 1, 2019.

It normally takes between 2-3 business days for the funds to reach the account.

Our bank put a trace on the credit and the provided tracking number ARN *** is the evidence the payment was sent Mr *** bank.

Best regards.

We would like to thank Mr. for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.

Mr. contacted us on June 03, 2019 as there had been an issue in which the pay button on our site was greyed out and would not allow tenants to make payments. Our agents were advised as an alternative workaround until the issue was corrected that if the tenant were to add a second bank account this would allow the payment to go through.

Our Agent advised Mr. on this and assisted him in adding an alternative account and the payment was processed through the correct bank account. As Mr. was concerned that the next payment may be taken from the alternative bank account he had been ensured this would not be the case which is correct information as the bank account is not set as a default rather an option when he makes the next payment.

On June 01, Mr. made a payment and in this case, the payment was debited from the incorrect account. We would like to highlight that when you make a payment using our website there is a drop-down box which allows the tenant to select which bank account they would like the payment debited from. In this case, the incorrect account was selected by Mr.

On July 03, Mr. contacted our customer service department and advised that the funds had been debited from the incorrect bank account and requested that the $35.00 dollar fee charge by his bank be covered, this was declined and the representative advised there was a drop-down box to select a bank account and that he selected that this account be charged therefore there was nothing Yapstone could do. As Mr. was unsatisfied with this response, the issue was escalated to our Escalations and Complaints Management Team.

On July 05, our Escalations and Complaints Management Team attempted to contact Mr. with no success. They then contacted and spoke with Mr. on July 07 for further clarification on the situation. On this call Mr. advised he had not selected the correct bank account in the drop-down box which resulted in the funds been debited from the incorrect account, he also advised on all the fees that had been encountered and that he would like us to cover as we had requested he add a second bank account as a workaround, the agent took note of all of the details of the call and advised we would follow-up with a resolution.

Our Escalations and Complaints Management Team took all the factors of the case into consideration and we concluded that we had a part to blame in the situation as we had advised that as a workaround to our technical issue we had requested the second bank account to be added, we also considered the factors that Mr. had selected this bank account to be debited upon making his payment. Therefore, we acknowledge that the situation could have been avoided but also must highlight the fact that Mr. had not selected the correct bank account.

On July 11, our Escalations and Complaints Management Team contacted Mr. and advised that Yapstone would pay half of the associated fee's, this resolution was declined and Mr. advised he would only accept the resolution if the full amount was paid, the agent advised they would go over the issue with the manager of the department and follow-up with the outcome.

After a careful review of this case with the manager of the department, it was determined that this was a reasonable offer and we would stand by our offer of paying half of the amount due to the factors of the situation.

On July 12, our Escalations and Complaints Management Team sent an email advising that we would stand by our offer of covering the cost of half the fees but unfortunately, this was declined by Mr.

If Mr. has any other queries she can contact us by email or by phone on (*** Our customer support team is available 5am - 9pm PST, seven days a week.

Tell us why here...Mr. contacted us on June 03, 2019 as there had been an issue in which the pay button on our site was greyed out and would not allow tenants to make payments. Our agents advised as an alternative workaround until the issue was corrected that if the tenant were to add a second bank account this would allow the payment to go through.Our Agent advised Mr. on this and assisted him in adding an alternative account and the payment was processed through the correct bank account. As Mr. was concerned that the next payment may be taken from the alternative bank account he had been assured this would not be the case. This was the correct information as the bank account is not set as a default rather an option when he makes the next payment.On June 01, Mr. made a payment and in this case, the payment was debited from the incorrect account. We would like to highlight that when you make a payment using our website there is a drop-down box which allows the tenant to select which bank account they would like the payment debited from. In this case, the incorrect account was selected by Mr..On July 07, our Escalations and Complaints Management Team contacted Mr.. During this call Mr. advised he had not selected the correct bank account in the drop-down box which resulted in the funds been debited from the incorrect account, he also advised on all the fees that had been attributed and that he would like us to cover as we had requested he add a second bank account as a workaround, the agent took note of all of the details of the call and advised we would follow-up with a resolution.Our Escalations and Complaints Management Team concluded that we were partly to blame in the situation as we had advised that as a workaround to our technical issue we had requested the second bank account to be added. However, we would like to highlight that our responsibility is partial as Mr. had not selected the correct bank account when he made his payment.We notified Mr. by phone and by email that as a good will gesture Yapstone would pay half of the associated fee’s. Mr *** declined both time this offer.We understand that Mr. feels that we should support the full amount of the fees. However, we insist on the fact that Mr. did not chose the right Bank Account during the payment, therefore Yapstone will not take the full responsibility of this issue.If Mr. has any other queries he can contact us by email or by phone on (***. Our customer support team is available 5am - 9pm PST, seven days a week.”

We would like to thank Mr *** for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.

On April 19th 2019 Mr *** submitted an application for a new property to be added to an existing online payment processing account, the name submitted on the application form was not his own and after requesting documents to verify the identity of the applicant he revealed that he was not the owner of the account.

At that time our underwriting agent confirmed that Mr *** had taken over another person’s account and had submitted a new application for service in their name. The underwriting agent disabled the payments that had already been transacted on the account and instructed Mr *** to purchase a new HomeAway dashboard, so the new application for our online services, would be under Mr ***’s name

Of the payments that were held, one was owed to Mr *** as he had already provided service to his customer. When this was brought to our attention a member of the Complaints Management team took the necessary steps to release the payment to Mr ***. This was completed on May 15th 2019 and the funds would have been received within 2-3 business days.

We are unable to allow Mr *** to continue using the existing account however if a new account is opened he will be able to use our services again.

If Mr *** has any other queries he can contact us by email or by phone on (866) 289-5977. Our customer support team is available 5am - 9pm PST, seven days a week.

We would like to thank Mr *** for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.

Mr *** received a chargeback for a transaction processed through his payment processing account, when Yapstone attempted to recapture the disputed funds, we received a decline from the bank account held on file. As the chargeback process requires that we return the disputed funds to the card network, Yapstone, on behalf of Mr *** returned the amount requested resulting in a negative balance owed.

As a result of the negative balance, all payments were held and the refund feature of Mr *** account was disabled to prevent further balances from being incurred. When Mr Danemann submitted a refund request for two of his guests he was met with a decline due to the refund block.

Upon learning of Mr *** intent to refund payments currently held in escrow, a member of Yapstone’s Complaint Management Team reached out to him by phone and discussed the process for completing the manual refund of his guests. Written confirmation was acquired from Mr *** and the requested refunds were processed on April 30th 2019. At this time the funds are in transit and will be received by the guests in the coming days.

The chargeback case is currently ongoing and has been represented by Yapstone using the information provided by Mr ***. When a response to Mr ***s supporting documents is received, we will in turn notify him directly.

If Mr *** has any other queries he can contact us by email or by phone on (*** Our customer support team is available 5am - 9pm PST, seven days a week.

We would like to thank *** for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.

The issue was the International Surcharge Fee in the amount of $12 incorrectly charged on the reservation *** for an AMEX card.

We have reached out to *** and reviewed the fee and issued a credit yesterday on that amount. The credit should reach her bank account by tomorrow.

Our system was updated to avoid any issues of this nature to happen again.

If *** has any further queries, please contact us by email *** or by phone on *** . Our customer support team is available 24 hours a day, 7 days a week.

We would like to thank Ms. for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.The Property Manangement Company *** owned by Ms. is set up in our RentPayment platform under *** dashboard since 2013, and the account is up and running correctly for years.Last year, *** applied with another profile to our VacationRentPayment platform for HomeAway with a different email address, property manager and phone number. It was unfortunate that the phone number given on the application, had been disconnected as it belonged to a former employee, so our attempts to return Ms. calls were unsuccessful.Ms. application review and approval process took longer than usual as we can only accept documentation from the registered email on file, and we received documents from at least 3 different email addresses.On receipt of this complaint, we contacted Ms. and informed her that the application review had been expedited and fully approved yesterday, March 15, 2019.Regarding our onboarding process, once the properties are conditionally approved they will go live, so guests can potentially make reservations. However the payments will be disbursed only after the properties are fully approved. Once the first reservation is made, our Underwriting Team emails the Property Management Company and requests the documentation needed.At the moment all properties are fully approved and are on check-in payments. We have confirmed with Ms. this is the preferred payment method for ***If Ms. has any further queries, please contact us by email on *** or by phone on (***. Our customer support team is available 5am - 9pm PST, seven days a week.

We would like to thank Ms. for bringing this to our attention. We appreciate feedback from our customers as we continuously strive to improve our processes and services and most importantly our customer’s experience.Ms. received a notification on December 12, 2018 from Yapstone regarding a balance owed for reservation IDMs.’s bank account had a debit lock, so we could not recapture the balance owed. We advised she needed to pay the balance and/ or change the bank account on file.All her 5 properties were deactivated for online payments and disbursements were held until the bank account was changed or the debit lock was lifted from her bank account.On February 18, 2019, Ms. phoned our Customer Support and made arrangements to settle the outstanding balance. On February 27, 2019 Ms. sent the bank account change form and was successfully changed for the property *** only. As a courtesy, Yapstone released all pending payments on the same day, before recapturing the balance owed from the new bank account. The payment for the reservations reached Ms. account 2-3 business days later.On March 2, 2019 Ms. requested by email to reactivate only property *** for online payments, this request was initiated with our Technical Account Management Team on March 4 and on March 6, the payment option was reactivated.As Ms. initated to settle the outstanding balance, updated the bank account on file and reactivated her online payments account, we hope Ms. has no further issues going forward and if Ms. would like to reach out to our Team by email at *** or by phone on (866) 210-6106. Our customer support team is available 24 hours a day, 7 days a week.

applied for our online payment services through the VRBO dashboard on October 17, 2017, under her own name. Our system allows for the properties to go live on the VRBO platform and the guests can book online straight away, however, according to our Client Services Agreement the payments are released once the Property Owner sends the requested documentation and is fully underwritten and approved.

Our Underwriting Team requested Ms. to send documentation on October 17, 2017 and further requests for the documentation were sent on March 16, 2018; April 29, 2018; Apr 30, 2018; May 7, 2018 and May 14, 2018 and unfortunately we did not receive the documents or a response from Ms ***.

The first document was received on January 15, 2019 and Ms *** replied stating she found our messages in her Bulk folder and advised she has payments held and asked what further documentation is required to release the payments. Our Underwriting Team reviewed the document on January 16, 2019. As Ms *** did not send all the required documentation, our Underwriting Team requested further documents on January 17, 2019 and Ms *** replied advising she was selling timeshare weeks for her parents and that they are all deeded owners on the same timeshare. Ms *** asked if she can send the documents in her mother's name (Paula ***) and she sent screenshots of an upcoming reservation for a guest; Res ID HA-M7V6NN with check- in date February 16, 2019.

Our Underwriting Team requested HomeAway/VRBO to confirm the dashboard ownership and we received a utility bill from Ms *** on January 21, 2019.

Ms *** sent a driver license on February 12 and on February 13, our Underwriting Team emailed Ms ***, apologizing for the delay and explaining we were waiting on HomeAway/VRBO’s reply confirming dashboard ownership. HomeAway/VRBO confirmed the dashboard was in the names of ***'s and we could not proceed with the application with 2/both names on the profile. Regarding the documentation provided by Ms ***, some were in *** name and some in *** Ms *** was advised we needed her to complete a change of ownership document with only one name on the profile and she needed to contact HomeAway/VRBO to register the dashboard in *** nameonly.

Ms *** completed the change of ownership document and submitted it to us on February 14 and on February 21, 2019 our Underwriting Team requested a timeshare contract. Ms *** advised she was unable to provide the document and advised she had filed complaint with the Revdex.com.

Upon receiving the Revdex.com complaint, we reviewed the change of ownership document and expedited Ms ***’s application to be reviewed by our Underwriting Team. Ms *** did not submit the timeshare contract, however, she did provide sufficient information regarding the timeshare to us in which we were then able to fully approve the application and release the pending payments to Ms ***’s bank account on February 22, 2019.

Our Underwriting Supervisor called Ms *** to address her complaint, to resolve the pending application and to confirm her account was fully approved and all the payments had been released.

When Ms ***’s account was fully approved, all the pending payments, refunds and cancelations previously actioned in HomeAway/VRBO dashboard were released simultaneously. This caused, both the deposit and debit for the reservation ID (which was canceled September 2018) to happen simultaneously.

On receipt of Mr *** complaint, we investigated his issue and found that there was a delay in his application being approved as we had requested documentation. We had received this documentation and it needed review by our Senior Underwriting Team. We were able to expedite the review of this documentation and the application was fully approved on the 23rd January, the day we received Mr. complaint. On this day we called Mr. and confirmed that his application had been fully approved and that any pending payments had been sent to him. We also advised Mr. that all future payments would be in his bank account within 5-7 business days of payment being made by guests.I have called Mr. today, 28th January, who has confirmed that he has received the payment for ***I have advised *** should he have any future issues that he can reach out to us and we will assist him.

On receipt of Ms. complaint we have attempted to call her several times but have not been able to reach her or have we received a response to our emails.

Ms. claims that we made no attempt to solicit information from HomeAway in order to continue the chargeback dispute, however, we do not have the ability to collect information on behalf of our customers. We notify our customers that their guest/cardholder has initiated a chargeback and we advise them what is needed in order to continue the dispute. We also advised of the time frame provided by the card issuing bank to dispute their case and that if the requested documentation was not received before the date advised, unfortunately, the card issuing bank would close the case in favour of the card holder.

In this case, Ms. provided us with documentation, we created a dispute on her behalf and sent it to the card issuing bank for review, however, we received notification that they were taking it to the next stage of the chargeback process. We advised Ms. of this and advised that if she wished to counter dispute the case, the card issuing bank were requesting a detailed rebuttal letter. At this stage of the process, the card issuing bank charge fees to counter dispute. We advised Ms. that if she chose to continue the dispute and it was found in favour of the card holder, she would be liable for these fees. We also advised that the requested documentation/rebuttal letter needed to be submitted before 26th December 2018. We did not receive a response from Ms. and advised her on this date that if we did not receive her documentation, we would not be able to dispute the case and the card issuing bank would close it in the card holder’s favour.

Yapstone does not control the chargeback process, which is set forth in the Card Association rules. Nor does Yapstone determine which party wins in a chargeback dispute. Yapstone notifies Property Owners of the chargeback dispute and provides all information a Property Owner can provide to the card issuing bank to dispute the chargeback on the Property Owner’s behalf.

As the card issuing bank have found this case in favour of the card holder, according to our Customer Service Agreement, Section 3.3 Chargebacks and Reversals, the Property Owner, Ms. is liable for the funds owed.

We have had our Chargeback Manager take a look at this case and they have advised that the points up for dispute were very clearly stated in the text provided. If Ms *** had have submitted documentation to counter dispute what was mentioned in the text, we could have moved forward with the dispute on her behalf.

As we did not receive the documents or an agreement to the fees that may occur, we were unable to dispute this for Ms *** and the amount of this chargeback is now due to us as we have been debited by the Card Issuer.

While we understand Ms ***’s frustration regarding this case, we must abide by the Card Association Rules. Yapstone does not control the chargeback process, which is set forth in the Card Association Rules. Nor does Yapstone determine which party wins in a chargeback dispute. Yapstone notifies Property Owners of the chargeback dispute and provides all information a Property Owner can provide to the card issuing bank to dispute the chargeback on the Property Owner’s behalf.

Please see the links for Merchant Best Practices below which may help Ms *** to prevent future chargebacks:

Visa:***

Please let me know if you are able to do this.

Thank you very much

On receipt of *** complaint we reached out to her to address her issue. We advised that we would investigate the issue in full.

We reached out to our payment processor and provided *** with a reference number that she could present to the bank that would help them to locate the payment. On the same day that we provided *** with this information, she advised that she had received the funds the previous day.

We have taken ***’s feedback onboard and we will make sure that it reaches the relevant departments as we continuously strive to improve our customer experience.

Tell us why here...Thank you for providing us with your review. We appreciate your feedback as we continuously strive to improve our processes and services and most importantly our customer’s experience. We are sorry to hear of *** experience with our customer care team and will make every effort to make sure improvements are made.We can see *** guest submitted a chargeback with their card issuing bank on August 17 for an amount of $*** The reason given for the chargeback was the card holder is claiming that the service/goods that they received were defective or less than expected based on the original description. For this we debited *** bank account $*** The original disbursement for the guest was $*** from Jun 18.We submitted all the documents *** provided and awaited a decision from the guest’s card issuing bank. On September we informed *** that after a review of all the chargeback documentation provided the card issuing bank would continue the dispute for an amended amount of $*** We then credited *** bank account $***. The dispute is now in the pre-arbitration stage and it is pending a result from the card issuing bank.According to Card Association rules, when a cardholder places a chargeback on a payment, we are required to debit the payment from the merchant's (Property Owner's) bank account and return the funds to the card-issuing bank while the dispute is being investigated by the card-issuing bank.YapStone does not control the chargeback process, which is set forth in the Card Association rules, nor does YapStone determine which party wins in a chargeback dispute. YapStone notifies Property Owners of the chargeback dispute and forwards all information a Property Owner can provide to the card-issuing bank to dispute the chargeback on the Property Owner's behalf.All chargeback proceedings are initiated by the credit card holder through her or his issuing bank. YapStone does not initiate nor control a chargeback. We receive the chargeback and then follow the card networks’ procedures.

Thank you for your response, I am sorry to hear about Mr. Levy’s customer experience, we will take on board the feedback provided and aim to improve in these areas.

As the chargeback dispute has entered into the pre-arbitration phase the card issuing bank has updated the time frame. This chargeback has gone through the full cycle of the chargeback and is now pending for resolution, please allow 60 days from 10/4/2018.

Our most recent communication outlined the current status of the case. We presented all the documentation to the cardholder's bank illustrating and explaining why their customer should be held liable for the payment. After their review, they disagree and have decided to have the case moved to the Arbitration stage for final review with the Card Association, which is within their rights under chargeback rules.

Now ***, as the merchant, must decide whether to agree to have the case go to Arbitration review. If he wants to pursue, please provide the information we requested in our email notification. The risk at this stage is that the losing party pays the Arbitration fees which can be a minimum of $500.00. The Arbitration ruling, conducted by the Card Association, is final. There is no further course of action after that review. These fees are charged by and not by Yapstone.

It’s important to understand that a cardholder has the right to dispute any charge made with their debit or credit card. This cannot be stopped or refused by Yapstone.

The deductions and credits*** are referring to are a result of chargeback amount being amended as we were able to show the card issuing bank the credits already issued to their client. The original amount for the chargeback was *** for which *** was deducted *** The card issuers bank then amended the amount to $*** and we credited back ***. Each debit and credit were preceded by an automatic email from Yapstone. Just to reiterate YapStone does not initiate nor control a chargeback. We receive the chargeback and then follow the card networks’ procedures.

On receipt of the customer’s complaint, we investigated this issue and found that the root cause of the problem was that the banking information provided at the time this account was created, was incorrect.

We sent the first payment due to the customer on March 30th 2018, however, due to the incorrect banking details on file, the payment returned to us on April 4th 2018. We notified the customer by email and asked that they complete a bank change form so that we could redisburse the payment. We were able to amend the banking details on May 7th 2018.

Unfortunately, our Accounting team were not notified that the bank account had been updated until June 19th 2018 meaning that there was a significant delay in the returned payment being sent to the updated bank account.

We have been in contact with the customer and have apologized for the delay and for the inconvenience that this has caused them and they have now confirmed the receipt of payment. We are aware that the customer has been charged some late fees by her bank as a result of the delay and we have partially reimbursed them for these charges.

Dear Sade,

Further to our recent conversation in relation to the complaint you posted on the Revdex.com website, I would like to address your complaint in writing.

While we understand that the chargeback process in frustrating, we aim to help you through it. It is unfortunate that there have been three instances where cardholders have charged back their payments. However, as per the Card Association rules, when a cardholder places a chargeback on a payment, we (Yapstone) are required to debit the payment from the merchant’s (Property Owner’s/your) bank account and return the funds to the card issuing bank while the dispute is being investigated by the card issuing bank. Please note Yapstone does not require these funds, it is the card issuing bank. In our attempt to debit your account, we were unsuccessful. Therefore, we temporarily disabled your online payment account until we have received the balance owed.

On receipt of your complaint, I called you to discuss your issues and while I tried to explain that you are liable for this balance, you could not agree. I am attaching a copy of our Terms of Use that you agreed to when signing up for our service. Please note Section 3.3 Chargebacks and Reversals.

You requested that we remedy your issue by enabling services on your account, however, we are unable to do that until the balance owed has been settled.

When the complaint is reopened, this is the response we will be posting. Please let me know if you need anything else from us. Also, please let us know when this complaint has been reopened so that we can respond straight away.

Thanks very much for your help with this issue.

Emma