Step 1 (2023-01-09) - it is the step 18 of another problem
A response from Payoneer:
We hereby inform you that your dispute has been filed with our Chargeback Department, and will be decided upon within 90 days. If the dispute is won, your account will be credited at that time.
Transactions: 646737469.
Please note, you will see a pending transaction on your transactions list during the dispute process. If the dispute is won, the pending transaction will be release and funds will be loaded back to your card.
Be mindful that the final credit amount may differ slightly from the disputed amount, because of currency conversion changes.
We will inform you of updates in the dispute status via email.
Step 2 (2023-01-11) - it is the step 19 of another problem
I have noticed the pending transaction in my Payoneer interface mentioned in the last Payoneer response:
you will see a pending transaction on your transactions list during the dispute process. If the dispute is won, the pending transaction will be release and funds will be loaded back to your card.
Step 4 (2023-02-17)
A response from Payoneer:
Response 02/16/2023 09:14 PM
Thank you for contacting Payoneer. My name is Erica, one of the Payoneer Customer Service Representatives. I would like to take this opportunity to offer the utmost care and help so we can resolve your query.
I understand you wish to dispute a transaction made with your Payoneer card ending in 1797. The fastest way of resolving point of sale transaction issues is by contacting the merchant. As a first step we request that you contact the merchant directly. If the issue is not resolved, we can try to assist to dispute the transaction.
In order to assist you with disputing the transactions, please reply to this email with the following information:
Reason to dispute
Date of order
Date of expected delivery
What is the product
Date of last contact with merchant after the transaction:
Last merchant response
Additional details
Once all the above information has been provided and reviewed by our Chargebacks Department, we will send a confirmation email that the dispute has been filed. If you don't receive a confirmation email from us within 1 week of submitting the information, please contact us to make sure your response arrived.
We value you as a customer and are here to help you along the way. Please let us know if you have any further questions on this topic or anything else.
Thank you for doing business with Payoneer. Have a great day!
Thank you,
Erica Mae
Customer Care
Reference Number: 221222-011189
Your Customer ID: 15237454
Step 6 (2023-02-17)
I have submitted the problem to Payoneer Community Forum:
My Customer ID: 15237454.
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I have paid for a product (a Samsung tablet) via Payoneer on the Trendyol marketplace.
Merchant: PARAM/ *TRENDYOL
Authorization code: 646737469
Total amount: 398.89 USD
Transaction amount: 7,056.00 TRY
Payment method: XXXXXX-1797
Pre-auth: 12 Nov 2022
Charge: 14 Nov 2022
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The product was stolen during the delivery.
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I have filed a chargeback request via Payoneer (Reference Number: 221222-011189).
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I got the response:
«This is Ortal, One of the Account security Specialists and I'm following up on your case.
We hereby inform you that your dispute has been filed with our Chargeback Department, and will be decided upon within 90 days.
If the dispute is won, your account will be credited at that time.
Transactions: 646737469.
Please note, you will see a pending transaction on your transactions list during the dispute process. If the dispute is won, the pending transaction will be release and funds will be loaded back to your card.»
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I have seen the pending transaction since the Ortal's message (2023-01-09), but today the transaction is executed in the wrong direction: so instead of being refunded for a product I never got I have been charged twice for it.
The second transaction:
Merchant: PARAM/ *TRENDYOL
Authorization code: 668436173
Transaction amount: 385.40 USD
Total amount: 392.34 USD
Payment method: XXXXXX-1797
Pre-auth: 11 Jan 2023
Charge: 16 Feb 2023
So I have already lost almost $800 with Payoneer.
The problem is solved!
There was another top-up transaction:
Transaction amount: 385.40 USD
Fee: 13.49 USD
Total amount: 398.89 USD
Payment method: XXXXXX-1797
Merchant: PARAM/ *TRENDYOL
Category: Miscellaneous and Specialty Retail Stores
Authorization code: 660633542
So when Payoneer has submitted my chargeback request to MasterCard, Payoneer immediately refunded the disputed amount to me (but did not notify me), and then created another transaction in the opposite direction by blocking the same amount on my balance (that is why I did not notice the refund transaction).
Then Trendyol refunded the the stolen tablet's price to me (thanks to Payoneer).
And then the blocked amount was passed to Payoneer.
