Originally posted by @Lucas Hall:
Hi @Account Closed
I’m sorry that your experiences with Cozy, and your recent tenant, weren’t positive. I'd like to shed some more light on the payment process because it can be confusing and riddled with regulations:
First, both credit card and ACH transactions can be disputed and reversed by a tenant's bank. Turning off credit card payments is unfortunately no protection from a tenant who chooses to lie and steal or make payments with funds that aren’t theirs.
Second, Cozy doesn't do anything specifically to "allow" a dispute – in fact, all financial transactions across industries are subject to the same fraud and dispute laws – so it's not unique to Cozy. On a macro level, it's important that people can dispute fraudulent payments, because fraud happens, so it's not an inherently bad thing that banks support a payer's ability to dispute a claim. It exists for a good reason.
Finally, if the bank decides to honor the tenant's dispute, we (Cozy) have to attempt to collect lost/disputed payments from a landlord because they are the merchant and the intended recipient of tenant's payments. If we didn't collect disputed payments from landlords, Cozy would be at a loss, and hugely vulnerable to fraud ourselves. We (Cozy) work with landlords and communicate clearly about our intention to collect funds from them prior to attempting to do so. We offer a number of options, including collecting a new payment from the tenant, before we get anywhere near sending the uncollected funds to a third-party for collections and reporting. Your comment misrepresents our process and makes it look like we "come after" people and ding their credit immediately and without warning. That's just not the case, and we strive to be exceedingly patient and constructive whenever a chargeback like this happens. There are multiple opportunities to remedy the issue, on both the tenant's and landlord's behalf.
Regardless of how a landlord chooses to collect rent, they could experience the same thing that happened to you. It's really horrible what happened to you, and I feel your pain. But for you and any landlord, this is a situation in which a strong legal lease agreement, and an understanding of your local small claims court system is the best defense.
Your statements are blatantly wrong and misleading. The chances of a successful reversal are fundamentally different for the different payment systems, credit card payments being the easiest to reverse.
To top it off, Cozy acting as intermediary greatly increases the risk of successful reversals to the landlord. The process starts with an ACH pull by Cozy from the tenant's account, and the landlord has no way of defending an attempted reversal, as he is not a party to this transactions. What does Cozy do to defend reversals? From the threads on this message board, I gather nothing, or not much. Makes sense, as nothing is at stake for Cozy, they will collect form the landlord. I suspect resources and lawyers to fight reversals on behalf of landlords are scarce at Cozy, given their business model.
By contrast, a direct ACH payment to the landlord is very difficult to reverse. The only reason to reverse an ACH payment that has a chance of success, is online fraud, i.e. the sender claims that he was not the one who authorized the payment. This can then be easily fought by showing the rental agreement, and showing that the sender is indeed the tenant. It would be very hard (impossible) for the tenant to argue that a third party fraudster hacked into his bank account and sent the money on behalf of the tenant to the tenant's landlord, which would make no sense, especially if the rent is indeed due. For disputed ACH push payments, the receiving bank is obliged by regulations, to investigate and consider evidence presented by the recipient (the landlord).
I anticipated this problem and therefore never use Cozy for rent collection. Another blatant problem is that last time I checked, a landlord cannot disable credit card payments, which are by magnitudes easier to reverse than ACH payments.
Using Cozy for rent collection is a bad, bad idea.
Also, many tenants who used Cozy and are unhappy for whatever reason, or for no reason at all, will google how to get their money back, many will find this thread, and know what to do: Call their credit card company (for CC payemnts) or their bank (for ACH), and say the magic words "payment unauthorized" after moving out (or before) and boom - 2-3 months of rent are down the toilet for the landlord.