Quickbooks notified us of a chargeback from a customer, but hasn't provided any additional information

While I appreciate your response, it's been over three weeks since I initially reached out to Intuit and requested assistance/information so that we would be able to respond properly to this chargeback. Since that time, I've communicated 10-15 times with Intuit representatives, and spoke to numerous representatives from Intuit's Payments Team/Department, including both representatives overseas (who have responded mostly "robotically" and possibly without even understanding the concerns being raised), and US representatives, who have been more understanding, but equally unhelpful. I've come to understand that since your department that works directly with chargeback issues is not "customer facing," a merchant in my position cannot actually communicate with any individual at Intuit who would even be in a position to assist, and even after escalating this matter several times and opening several "cases" in an effort to obtain some basic information and assistance from Intuit, I have still received zero information.

Instead, Intuit has repeatedly reopened the chargeback claim multiple times and directed us to respond again and again with same information. By continuously reopening the case without providing us with any of the requested information regarding the customer's claim, Intuit is likely further adversely affecting our ability to recover our funds, by initiating multiple appeal processes while we've clearly stated that we have no ability to respond with any further information until we received the requested information regarding the customer's claims.

Based on our experience thus far, it appears that Intuit's policies and processes are systematically structured to prevent merchant account-holders from receiving necessary information in order to respond to chargebacks. Even after repeated requests, the representatives whom I have spoken with are generally apathetic or if not, apologetic that they are equipped to respond to matters like this.

These practices by Intuit may be palatable to large companies with the ability to absorb these losses, or for smaller chargeback amounts. However, we are a small business, and the chargeback amount which is in excess of six thousand dollars will have a significant impact on our business. It is unconscionable that Intuit continues to enable a customer claim that is clearly fraudulent by withholding basic information from the merchant and impeding our ability to respond properly. Is this Intuit's standard practice in all chargeback cases?

Thank you again for your response, and I look forward to your further assistance.

My situation as well. In addition to the fradulent chargeback, quickbooks payments closed my merchant services account and is still holding $3K from invoices that aren't even connected to the customer that fraudulently did the chargeback. I've been told that there's nothing else they can do because their risk management team isn't within Intuit and they have no contact information they can give to me to speak with risk management because they are a back office team and are not client facing. Imagine being a 10 year customer, being given the run around and.or no help at all even with multiple case numbers that were "escalated", being promised callbacks from supervisors that you never get, and when you get one agent whos bold enough to get a supervisor on the call with them, the supervisor "doesn't troubleshoot and is only there for feedback" and ultimately, your payments account is closed without Intuit even contacting you about the chargeback because it was a "business decision" to close my account due to "high risk"........I'm definitely taking my money elsewhere. This is unacceptable.