Chargeback issued on delivered item

[Vintagelover7]

I recieved a chargeback and shopify took about $200 out of my account for an order that was delivered two months ago. I think this customer is trying to keep the 1/1 items and get her money back. I submitted all of the documents I had to show this was not fraudulent but from what I have read from others, I will not get my money back. As a small new business, this is so unfair.

What can I do ?

[Jason_Beacon]

Hi @Vintagelover7 

I'm very sorry to hear about your chargeback issue. It's unfortunate, but chargebacks are quite common around these times as we head towards the holiday shopping season. Have you tried contacting the customer directly and trying to speak to them? Perhaps the chargeback could have been filled by mistake (not recognizing the name of your company on their bill) or they wanted a refund, but don't know how to go about it.

In any case, chargebacks can happen for a variety of reasons. but the best way to protect yourself from future cases is to keep a constant lookout for suspicious orders. Shopify has a basic guide here https://help.shopify.com/en/manual/payments/fraud-prevention or you can also read our guide here, https://medium.com/@jason_80572/five-things-you-can-look-at-to-prevent-fraud-orders-from-happening-t.... 

[Vintagelover7]

So this essentially just my loss?

[Jason_Beacon]

Most likely, yes. I would recommend you try to get in touch with the customer first to see what the real situation was on why the chargeback was filed in the first place. If you can't reach the customer, then call. your payment provider and ask to speak to a risk management team member to hear what the chargeback reason was.

It could be a case that another customer's card was stolen and used maliciously or it could be a friendly fraud where the customer was intending to commit a crime. In any case, without knowing why the chargeback was opened makes it difficult to know what next step you should take. 

[Vintagelover7]

Once I have that info, then what?

Shopify doesn't seem to do anything to support their clients. So the money is just taken and nothing. I run a vintage business and items are rare and 1/1. I cannot simply get the item back from anywhere.