March 26, 2020
CARRIER SERVICE UPDATE
We continue to receive updates on the global impact of the COVID-19 virus, and we’re committed to providing relevant updates as we receive them.
March 19, 2020
March 18, 2020
We are here to support your business in the current climate triggered by the Coronavirus. Card issuers are being encouraged to have their cardholders contact merchants prior to initiating chargebacks, and we would like to recommend best practices around these requests.
- A prompt response to customers for refunds and cancellations.
- Discuss and agree with cardholders, to accommodate rescheduling the delivery of goods or services purchased wherever possible.
- Process refunds for customers who do not agree to reschedule where you are not able to fulfill goods or services.
Additional links and resources
Small Business Guidance from the US Small Business Administration – https://www.sba.gov/page/coronavirus-covid-19-small-business-guidance-loan-resources
Capital One FAQs for those impacted by Covid-19 – https://www.capitalone.com/coronavirus/2/
American Express – https://www.americanexpress.com/us/customer-service/financial-hardship.html
We’re here to support you through this difficult time.
Please reach out to firstname.lastname@example.org
March 13, 2020
Communications and preparedness for COVID-19
The Coronavirus situation continues to be one marked by the fluidity of information and many questions to be answered. Aurora and Chosen Payments are monitoring the situation closely and will make the appropriate decisions with employee safety as our primary goal. Our operations are based in Tempe, AZ and Moorpark, CA which provides us with redundancy in services at two locations. In addition, two weeks ago we instructed our Senior Technology Officer to invest in and prepare the logistics necessary for key personnel to work from home should we be mandated to work from home or circumstances arise where it is in the best interests of our employees and clients for me to make the decision to mandate our team to work from home. As of today, we are fully functional in both locations. We will update as you as conditions or circumstances change.
We know this is a difficult time globally and here in the United States our history of being a strong and resilient population will be tested over the coming weeks and months. Many of our small business clients are hurting as transaction volumes suffer. We are monitoring our portfolios to ensure we have proper coverage for potential losses all the while trying to be as sensitive as we can in this time of need for our mutual clients. You all have your own challenges locally with employees who have questions and sales agents who may see reductions in commissions in the coming months. My Mom always told me when times were bad “Brian, this too shall pass” and Mom was inevitably right with her words of wisdom. We will be in communication with you as things evolve. We thank you all for your partnership and you and your families are in Aurora’s and Chosen Payment’s thoughts and prayers.
Brian Goudie, Aurora CEO & Jeff Brodsly, Chosen Payments CEO
***The information on this page is for general informational purposes only. The information presented on this page is not legal advice or a legal opinion, and it may not necessarily reflect the most current legal developments. You should seek the advice of legal counsel of your choice before acting upon any of the information on this page.