Possible CC issues

Michael Owner/Technician Montague, New Jersey Posted   Latest  

I just had this thought recently. With the advent of Covid-19, several shops I know of have begun doing zero contact repairs. I have a few thoughts and questions.

  1. Are you absorbing the processing fees for Credit Cards or passing them to the customer?
  2. In case of a customer disputing a charge, you have no signed RO nor do you have a signed CC slip. If they dispute, you'll probably lose. Thoughts?
  3. Are you picking up/delivering vehicles? If so, are you charging extra? Are you insured to do so?
  4. Are you going over the exterior and interior for damage, prior to bringing the vehicle in? If so, are you taking pictures to send to the customer?

These are just a few i have thought of.

0
Michael Owner/Technician
Irving, Texas
Michael Default
 

I know credit cards don’t require a signature anymore. As for a Repair Order, at Toyota we had over the phone approval, but I don’t remember if the needed to sign it when it was dropped off.

0 Default Ð Bounty Awarded
Richard Owner
Columbus, Georgia
Richard Default
 

…1. The fees have always been included in the estimate and invoice. Not as a separate charge but built into the markup. #2. We have continued to take cars in the office at the service write-up section. Customers are given a new fresh pen and encouraged to take it with them or discard it. We have a short form that customers complete and sign. It is one sheet of paper and very simple for existing…

0 Default Ð Bounty Awarded
Michael Owner/Technician
Montague, New Jersey
Michael Default
 

I have only had 2 disputed charges in 8 years and I won both. Incidentally, one was AE and the other Discover. However, the main reason I won was because I had a signed RO and CC slip. The main reason I am asking this is because some competitors are telling customers they will pick up and deliver their car and do a CC over the phone. In NJ if they decide to dispute and you don't have either…

0 Default Ð Bounty Awarded
Richard Owner
Columbus, Georgia
Richard Default
 

I would need to verify GA law. We get everything signed if possible. We take a few plone payments, but very few and have not had any issues. All phone conversations are documented. A good paper trail with as much detail as possible helps avoid problems. Most of our phone payments are from Mom and Dad or someone else helping a young soldier at Ft. Benning.

0 Default Ð Bounty Awarded
Mark Owner/Technician
Monterey, California
Mark Default
 

Processing fees are under 2% and that is included in all estimate as a cost of doing business. I don't know what the law is in NJ but here we have been able to receive authorization via "electronic means" for a while. So I can email, text or fax authorizations. Text being the most popular in the under 60 crowd. I only take Visa and MC because of the fees amex and disc charge. BTW, I have never…

0 Default Ð Bounty Awarded
Robert Engineer
Durham, North Carolina
Robert Default
   

Hey Mark, brilliant summary! The UBER for rides especially. Why should a repair shop operate a taxi service?

0 Default Ð Bounty Awarded