Derek
I was with sumup but gone to IZettle…
I was with sumup but gone to IZettle now. Sumup are good until you need them. We had a chargeback error for £400 and instead of questioning the chargeback which they are entitled to do, they just returned the money and deducted it from my incoming payments. We sent sumup a letter from Barclays bank to prove the chargeback was an error and 8 weeks later we have still not got our money back and all we get is unhelpful customer service reps and emails saying they are dealing with it. We have now got so fed up we have passed all relevant details to the ombudsmen who are now dealing with our case. You have been warned.
Responce to sumups reply.
We've tried talking to you but you just keep replying with the same canned response. You have full proof that this was a mistake by Barclays, you also have full proof that money was returned by Barclays to you, yet you still insist the money is not yet with you and you are investigating. Your terms and conditions do not make sense and therefore the matter is now in the hands of the ombudsmen, i am merely coming on here to warn others so they can make their own mind up whether to use you or not, I see from scrolling down that i am not alone with the chargeback complaint.
We are sorry to hear that you are not happy with the way that your chargeback is being handled. We would like to draw your attention to section 8 of the Terms and Conditions that you agreed to upon signup as well as the following article in our support centre that outlines SumUp's chargeback procedure.
https://sumup.co.uk/terms/
https://help.sumup.com/hc/en-gb/articles/360007747513-SumUp-s-chargebacks-procedure
In cases where your customer reports a payment as potentially fraudulent with their bank who issues a chargeback, the amount will be deducted from your future payments until we are able to successfully object to and reverse this chargeback.
It is a matter of company policy that we always endeavour to win these objections in order to reinstate these funds to you. Unfortunately, this can at times be delayed by circumstances that are outside of our control and can depend on the response times of the bank who issued the chargeback.
The reason why we are only able to respond to your review in general terms is because you have not left any reference to your account in this review. If you would like us to follow up on this internally and provide you with an update, please feel free to update your review to reference your Merchant ID or email address.
Alternatively, we encourage you to reach out to our support team so that we can provide you with any updates that we have. Please bear in mind that the issuing bank has 60 days from the initial objection to return the funds to us in the event that we are able to win your case.
Kind regards,
Your SumUp Team.