Bad customer service on returns.

JJisBBC

ModelCentro is the service provider and fee collector for all of our transactions. Yet, if there is a return the information they provide us is not enough. They should rather than a generic message be giving us all the particular's so that we too can investigate all aspects of the transactions. Many of our users communicate with us on platforms other than the ModelCentro and we have more in-depth knowledge of our transactions other than some wide and spread-out support base. We should be provided all information on the transactions. It isn't we don't trust ModelCentro, but more we have a right to the information before they take any action. Mine was a 19.99 charge-back here is the notice they provided me. "Uh oh! One of your members v3nox has made a chargeback! Maybe you can find out why they decided to do that so you know for the future." This account has been a member of my site since November 19th 2018. It's my opinion we should be provided with much more information, for their cut of our product sales. What's everyone's opnion?

Dollhousediamonds.com

what kind of information are you looking for? i perfer to not deal with the customer in the billing department. if its a charge back that means the customer decided they didn't like the price or they didn't have the money and wanted to get it back or there way of canceling the service the lazy way.

sexydea

it suck´s .... and so long mc dont cover the charge back´s no promo anymore for mc .... Uh oh! One of your members ++++++ has made a chargeback! Maybe you can find out why they decided to do that so you know for the future. 125 $ gone and he watched all videos ....

[Deleted User]

Hi everyone! 
We take the following steps each time a chargeback takes place in order to minimize the damage done:

1. User is instantly blocked from the platform and is not able to make future purchases.
2. We notify the user and ask him to repay the chargeback before beginning the dispute.
3. We cover the chargeback fees applied on top of the initial sum (each bank applies its own commission which is sometimes 3x bigger than the chargeback itself)
4. Upon not getting a response from the customer, we forward the case to collector's firm so they could start the dispute with the user's bank directly.

The dispute may take up to several months or longer, depending on the bank, user's country of residence and state (if he's from US). But in case of luck we are adding those funds back onto your account.

Please feel free to check more details about chargebacks in this section: http://community.modelcentro.com/index.php?p=/discussion/114/chargebacks-a-cost-of-doing-business-not-if-you-do-it-smart

JJisBBC

Alison, I believe you miss my point totally. It isn't your process, or the fact you cover the bank fees (it's why we pay you 25% plus 10%), but the way you notify us, and the lack of information that you give us, you user base. We deserve more information, as Sexydea said it's our work stolen, and I think we should be told what the charge-back says (stolen card, I didn't make purchase, ect.) My initial point is you are giving your users bad customer service and we have a right to this information, because the loss is ours. How, do I put this in my books?

[Deleted User]

JJisBBC  Sorry for the confusion, I now see what you mean. In case you would like to get the notifications about the chargebacks, you can set it right in your admin in this section: https://modelcentro.com/notification-center Though you are right: we only inform about the chargebacks, but don't provide much information about the reason of the chargeback, as we get some generic code reason from the bank, which can mean everything: no cardholder authorization, fraudulent activity, the card has been stolen, the member didn't initialize the transaction, or anything else. I am not sure if this information can be useful for you as for the website owner, as everything else is organized on our side - the user is blocked from the further purchases, we start the standard chargeback procedure, as ModelCentro lose the money as well as you do, and of course, nobody is interested in losing the revenue - please, believe me, we do all possible in order to get the funds back.
And you can always contact our team directly via live chat or via support@modelcentro.com in case you want to get additional information about anything, we are always glad to help  

JJisBBC

Again, since I run another company that uses cards, I know that your not telling the truth. There is a lot more information than a generic code from the card system. I'm not talking about the money, we need and deserve, in fact as clients have a right to all the information. I strongly suggest, that you kick this out of customer service to legal.

[Deleted User]

I do agree that you have a right to all the information, that's why in case you need some specific information or more details you can always reach out to our team directly - we are always glad to help you

MayasHandjobs

This is interesting conversation so I think that I trow my three cents also.

I'm operating my site for over 10 years ,  I was using my own server and for billing I used CCbill and Verotel.

In ten years I received maybe 3 or 4 chargebacks and when I moved my site to modelcentro platform in february this year  I got 3 chargebacks just last month. This is weird for me. Also you all should be warned that when you get chargeback it is 99% probability that your site  content was ripped and will be posted online on many forums with siterips like siterips.org.

sexydea

nice member watched for a year my videos and yesterday he chargeback a month see that it works fine so he chargback the whole year back . next payout add a disclamer no charbacks allowed like pornhub do it :

All sales made through the website are non-refundable, except in the following case:

Video-Digital Content is broken or corrupted; in which case Modelhub will contact the concerned Performer on the user's behalf for a replacement Content. If Performer fails to comply with Modelhub request and does not replace the Content, a credit of equal value will be applied within 30 days.

JJisBBC

It's very apparent that Model-Centro wants to take our processing fees and ignore our RIGHT to information and process. This is bad customer service. It seems they are so decentralized that they have no procedures in place to protect "their " clients, us , from fraud by users. A simple disclaimer and time-frame for any type of charge back is common business practice. Any attorney will tell you their procedures are questionable at best and may cross the line. It's time these customer service people actually bring the issues up with some type of management, if they even know what the management structure is.   

Paul Mosk

Hello Ladies and Gentlemen. 

I would like to thank everyone for the honest feedback. I will make sure that it is scheduled to discuss everything with the billing team in order to determine what we can improve and how we can optimize  notifications and information/details. 

Although, just to clarify, I'd like to stress on some points mentioned in this thread:

- Please don't mix up purely credit card based services/sites with mixed payment methods services. Each payment method clearly has it's own factors and processes, so basing this discussion just around credit cards is not right.

- Disclaimer won't really help if user goes to the bank and physically tells them to force his money back. Although if you want one - sure we can add one on your site.

Also, there is no need to jump into offenses "if they even know what the management structure is" - that's just rude.

sexydea

like he moved to the bank .... he did it online AT CENTROBILL. first he refund one month see i`t works and then he refund the whole year.... when i buy something online i can refund only in 2 weeks after this option gone... but i see the only option that help is to use sites ´that cover refunds

Miss AnniKa

I find the amount of information provided by ModelCentro sufficient for my needs.