MYOB Surcharge on Payment transactions - this can't be right?!
Hi everyone,
One of our customers paid an $18,000 invoice by cc and myob added a $400 surcharge on the backend during payment. I then needed to refund this invoice and, as required by the RBA and the ACCC, I had to refund the surcharge. That's when all hell broke loose.
We don't see the surcharge as it's all shuffled away in the backend by myob. So I now have to refund $400 that I never received. I contacted MYOB, as the only way to process a refund back to a customer's credit card is by raising a support ticket (which in itself is ridiculous!). MYOB subsequently advised that they won't refund the surcharge to us.
This makes no sense. If I were using paypal to receive transactions, regardless of how the customer pays, I am able to go into the software and refund that transaction which automatically refunds the transaction fee that was taken from the seller. But in this case, MYOB is trying to keep the $400, which would actually put us out $800 for the $400 we never saw and then the $400 we have to pay back to the customer. This can't be right?! And since we can't predict which payments will need refunding in the future, MYOB users be warned!
I have gone through the myob payments terms and conditions and cannot find appropriate statements regarding how myob manages surcharge refunds, despite this being a requirement.
I also have the issue of there being no record for the customer that they have paid the surcharge. The invoices are not automatically updated by MYOB. This now creates an issue for the customer who doesn't have an accurate invoice for their payment but I also can't update the invoice because I didn't receive the full amount that they paid.
It seems insane that accounting software is being programmed this way. Surely they spoke to accountants before setting this up? Has anyone else had similar issues with refunds and how was it rectified? As it stands, MYOB is being unhelpful, despite numerous emails back and forth. They just keep referring us to t&c's which do not address these issues.
Also, what are you doing if the customer asks for an invoice for the full amount? Appreciate any guidance.
Cheers
Suze
