This article covers the most common customer issues that may come up after a Pay by Bank transaction has already finalized and how your team should respond.
Customer Believes They Were Double Charged
If a customer thinks they were charged twice:
Direct them to Dutchie Support.
Dutchie Support can review their Pay by Bank transaction history and confirm whether one or multiple payments were completed.
Customer Doesn’t Recognize a Pay by Bank Charge
If a customer does not recognize a Pay by Bank debit on their bank statement:
Route them to Dutchie Support.
Support can look up the transaction and provide clarification.
Customer Reports Fraudulent or Unauthorized Transactions
If a customer claims there are fraudulent Pay by Bank transactions:
Instruct the customer to contact their bank immediately.
Their bank will initiate the formal dispute process and work directly with Dutchie to resolve the issue.
Order Issues (Wrong Product, Missing Product, Wrong Price)
Dutchie does not process refunds or returns to customers through Pay by Bank.
If a customer reports an issue with their order:
Incorrect or missing product
Incorrect price or overcharge
Product dissatisfaction requiring a return
Handle the situation according to your store’s policies.
If a return is approved:
You may provide the customer a cash refund directly from the store.