As you have already been made aware from Worldline, there is an issue occurring with our payment processing partner Worldline regarding the DBA (Doing Business As) name not appearing properly for transactions on cardholder statement's. The DBA issue is a system wide error and is affecting many other businesses and organizations. Cardholders may have seen the following business names on their statements such as:
BAM Club de Tennis Ile
BAM Camp Homewood
BAM Real Burger
BAM Little Paws Animal CL
and will continue to see:
Bambora Internet Wholesale
Bambora Internet PSP
FD PSP CAD 7997 Clubs (Recreation, Sports)
Please note that funds were settled to your account correctly but the DBA name was incorrect on your customer bank statements. If possible, notify your clients of this issue and confirm that the transactions were legitimate.
Uplifter strongly advises adding a Global message to appear on your invoices in order to help prevent any chargebacks from customers who may not recognize the above DBA names.
To add a Global message in Uplifter:
- Navigate to Settings > Global Settings > Notifications & Messages
- Scroll to "Invoice Messages" > Global Message and add message.
Here is a sample message:
Please note that this payment may appear on your statement as: Bambora Internet Wholesale, Bambora Internet PSP or FD PSP CAD 7997 Clubs (Recreation, Sports). These are billings from our organization.
If you have a question about a specific transaction, please contact us.
- Click "Save All"
As a result of this issue, you may see a chargeback. Here are the options for dealing with chargebacks: (Please note that Option 2 is the preferred and easiest method of resolving chargebacks)
Option 1:
If customer files a chargeback claim, you may dispute the chargeback by submitting the documentation that was initiated by your business in the form of an invoice or a receipt that your business provided for the transaction showing the correct DBA. Worldline will contact you if a customer has initiated a chargeback and provide detailed instructions to dispute the chargeback.
Option 2: (PREFERRED)
Reach out to your customer directly to resolve. If you choose not to dispute the chargeback and are able to resolve with your customer, request permission from your customer to reprocess the transaction.
To process Option 2:
- Navigate to the invoice in Uplifter and scroll to the payments section
- Select Refund on the credit card payment and select cash as the refund payment method.
- A pending payment will automatically be created by credit card.
- Edit this payment and change it from "Pending" to "process payment" to charge the card right away.
- You may add a note to any of the payments during this process.
- Post the invoice.
- No further adjustments to the items on the invoice should be necessary.
Lastly, if you re-process transactions for any chargebacks (Option 2), please notify us by responding to this email so we may request a reversal of the chargeback fee that will be incurred ($20) from Worldline.
If you have any further questions regarding this issue, you can reach out to the Worldline support team (support.na@worldline.com | 1-833-226-2672) as they will be equipped with resources to help you better understand the issue and answer any questions you may have.