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Merchant Fraudlent transaction

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A friend is having a big problem with her card processing company. She runs a small pre owned business selling computers,power tools, guitar e.t.c and she sometimes takes these product from customer to sell on their behalf.


She sold studio equipment recently for over £10,000. She called the card company and gave the card details and address of the cardholder while the customer is in the store. The card company was happy for her to progress with the transaction and was given a authorization code. The following day she had a call from the card processing company fraud department saying the transaction appears fraudulent and they are going to investigate.


She passed all the customer details to the card processing company and they passed to the bank, the bank sent the customer a letter but no reply and the bank said they cant send anymore letter to the customer so the card processing company said they are going to hold the whole cash for 390days and they advised my friend to write to the customer.


She is confused and really sad, the issue is causing a lot of problem for her business.


What can she do to get her money back? Are they allow to hold her money for 390days?

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