Commission Chargeback

Location: Minnesota

Hi all. I’m a Verizon employee based out of the South Metro, and my employer is threatening a chargeback on commission. Here’s what happened:

A customer purchased a phone, signed the contract, and paid the taxes in store, all on camera. After signing, I confirmed within the internal system that the order had fully processed and gone through. Customer left, and all was well.

8 days later, I received a report saying that the system had failed to process the order, and that the signature she had left was not valid. After multiple attempts to reach out to the customer failed, my direct boss was able to get ahold of her, when she stated she would not be returning to the store. Because we were not able to have her resign for the contract, my employer is not being paid for the sale that we did. Because my employer is not being paid, they are saying the money they missed out on will be deducted from my commission check.

Upon reviewing the customers account through internal systems, I discovered a note in the account specifically stating that the system had a processing issue with the order, and that although it was not actively present on the account, the next billing cycle would reflect the contract that was signed.

There is a specific clause in our contract stating “Commission pulled if customer cancels the service or not activated/registered.” That is the only statement regarding chargebacks.

Because of the chargeback clause, PLUS the fact that Verizon notated that there was a system problem generating this issue, do I have a leg to stand on in court?

Thank you for listening.