05/06/2026
STOLEN 🤬
We've had an electric motorbike stolen from us and we'd love some ideas on how to track it down.
It's a LONG story but gives full context...
We often have out of town customers pay for things over the phone and then organise pick up by someone else. Never been an issue...until this sale.
This Mini Varg electric motorbike was paid for over the phone using manual entry into our Square eftPos (credit card number, expiry and CVV all entered) AND THE BANK APPROVED THE PURCHASE.
The customer, a Mr Josef Grant, came in 2 days later, filled out the warranty policy with his name and mobile number and we handed over the payment receipt and the bike.
The only odd thing, he said he was taking it to a mate's house on Kula Road but when he left he went the wrong direction.
Two weeks later, the money is reversed out of our account. Nikki was away supporting her dad while he had emergency life saving surgery and was in ICU. During that week, the Bank connected to the Mastercard used for payment, had received a customer dispute for the charge. The Bank enforced our eftpos provider, Square, to debit the money from our account and hold it in trust and emailed us to provide evidence that it was a legit sale within 5 days. Checking emails weren't on Nikki's mind that week so we missed the opportunity to provide evidence. When we realised, we contacted Square asking for an extension which was then refused by the Bank (Square had provided the approved receipt on our behalf but we hoped to send them the signed warranty policy).
The Bank then had up to 90 days to make a decision on the dispute. They ruled in favour of the customer...so we lose $3,500. We cannot appeal.
Looking into it further, we've learned some important lessons. NEVER TAKE MANUAL PAYMENTS EVEN IF THE BANK APPROVES THE CHARGE. The fine print says we need to take the card holders details but we can't see how that would have helped as we couldn't check if they were correct anyway....we had their name and number but that wasn't enough.
It could have been a stolen card OR it could have been the latest scam - people are purchasing goods and then disputing the charge on their own card and getting a full refund (and get to keep the "stolen" goods) while business owners are being ripped off.
We had security cameras. The counter camera (wi-fi) follows customers around the shop and records. When the customer was in-store picking up the bike the camera didn't record them. It was on Nikki serving him which it never does. It didn't turn to him at all. It was like he had it blocked somehow. Footage for the rest of the day shows all customers coming and going as normal.
We've obviously had a new 24/7 recording security system installed inside and out (thank you Lees Security & Aerials).
We've called the customer. We've texted the customer. We've googled the customer. We've asked surrounding businesses for CCTV with no luck. We've talked to Square several times. We can't talk to the Bank because their details are confidental...yet they can take money from our account that THEY APPROVED. We have talked to ACCC and AFCA and will, now that we have an outcome from the Bank, report to Police.
We work 6 1/2 days a week plus the stress and countless after hours work of running a small business. We are tired, angry and don't want this happening to any other business.
So, if you have seen this bike around town (it may have been sold on so they might not be the theif) please let us know. We'd love to hear from anyone with any info.
Oh, and Mr Josef Grant, assuming this wasn't just a misunderstanding between you and your Bank, we would love to see you again !
