Moneris Solutions review: Handling of a chargeback

I am writing a complaint regarding the handling of a recent chargeback in the amount of $13,843.20. We submitted all required documentation within the specified deadline, yet Moneris deemed our documents “illegible” and proceeded to settle the case in the customer’s favor without notifying us or providing any opportunity to re-upload or clarify the files. We were never informed that there was an issue with the uploaded documents. No request for resubmission or clarification was made, despite the fact that merchants are typically given the opportunity to correct technical issues. The failure to notify us directly impacted the outcome of the dispute and resulted in a financial loss that could have been prevented.