What is this "Zopim" charge on my credit card / bank statement?
Chances are, if you're asking this, your credit card has been compromised. A fraudster has gotten access to your credit card number and used it on our site to make a purchase. Why would they do that? Usually not to use our service. Fraudsters typically have a long list of credit card numbers, many of which are invalid. In order to sieve out the valid numbers from invalid ones, they use legitimate services like ours to 'test' credit cards.
If you suspect you have been defrauded. Please do the following:
- Write in to sales [at] zopim [dot] com with the following information
- Last four digits of the credit card
- First and last name as listed on the card
- Transaction Date
- Transaction Amount
- Your name & contact number
- This information will help us identify the transaction. We will then review your case and call you for further verifications if required. Typically, we should be able to process a refund within 5 working days.
- Terminate or cancel your credit card immediately.
- Review your credit card statement for other fraudulent transactions, and inform your credit card provider accordingly.
Fraudulent accounts will be downgraded. Latest payment refunded within 5 days.
Generally speaking, fraudulent accounts show a certain pattern of usage that's different from active accounts. Taking this philosophy into consideration, we reserve the right to downgrade suspicious accounts to our free Lite Package, and to cancel the account's most recent payment.
Prior to downgrading, we will send out a notification email to the account owner. The account owner has two (2) days to respond to the email, or to show regular usage activity. If we receive an email response, we will conduct further verifications.
I am a legitimate user, why did I receive the fraud notification email?
First off, please accept our apologies for being over-zealous in our fraud screening. Your account usage must have matched the usage patterns of a typically fraudulent account. Simply reply to our notification email with your contact information, and we will conduct further verifications and ensure your account is not downgraded in the meantime.
We prefer to err on the side of caution. Hopefully we can have your understanding on this security need.
Why does Zopim care?
We are genuinely nice people =) Okay, other than that, our company's reputation and bottom-line are at stake. Being associated with fraudulent activities is generally bad, and we want to avoid that. Also, chargebacks are a real concern for us. We would rather work with credit card holders to reverse the charges, than to receive a chargeback which is costly. The amount of chargebacks also directly affects our reputation with payment gateways.
But seriously, we're nice!