A Scunthorpe retailer has highlighted an issue with his contract with a payment provider, following a transaction in his store that led to withheld funds for a period.
In early August, Paul Thurairajah of the Ashby Mini Market carried out a transaction for over £160 which was subsequently denied by his payment provider, Dojo, with the company keeping the funds, temporarily leaving the retailer out of pocket.
The funds were then released in full after an investigation by Dojo.
Following this interaction, Paul contacted Convenience Store to alert us to the move in order to bring it to other retailers’ attention.
While he said the money was not the main issue, he felt confused after being referred to his contact by the company.
Paul confirmed he has used Dojo as a payment option for shoppers since 2021.
In response to a request from Convenience Store, a Dojo spokesperson commented: “We’re looking into this case, though we cannot disclose individual customer matters.”
Dojo later confirmed that all funds had subsequently been returned after a temporary investigation to check compliance with that transaction.
Dojo continued: “There are some circumstances where a payment may need to be held, delayed or refused. These include (but not limited to) situations where we believe a transaction may be fraudulent, falls outside the ordinary course of a customer’s business, or does not meet the relevant PCI DSS obligations.
Dojo also referred Convenience Store to a section of its contract for its users, which you can read below.
Dojo response
“You must pay the charges to us in line with the agreement. The charges are immediately due and payable to us when we provide the relevant service to you or as otherwise set out in your monthly invoice.
“We may collect the charges from your nominated account using your direct debit instruction or by setting off the charges against amounts we transfer to you in line with condition 10. The charges may be calculated ‘per use’, ‘per card transaction’ or in another way.
“We may charge interest on any amounts you owe us at 4% per year above the Bank of England base rate. Interest will accrue on a daily basis. We may require you to make other payments to us in addition to the charges, including for any other amounts you owe us under the agreement or because of applicable law.”
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