I’ve just experienced my first charge back. The customer bought $280 and paid in person with her credit card on my iPad POS and walked off with the goods from a farmers’ market. She didn’t request a receipt so I have no phone or email contact. My bank suggested I get a screen shot of her signature. I’m not sure where to find this. Is it possible to retrieve it? Is there any way to find out her address, phone# or email?
Thanks, feeling gutted.
So sorry to hear about your charge-back issue.
I have a few questions to hopefully help you:
Nick here from Shopify.
Any information on the customer from the exchange would be in the order section of your admin.
Once in the order section, you can locate the order and find any information which the customer might have given such as an address, phone number or email. This information would be on the right-hand side of the order as seen from the screenshot below:
Other than here in the order section or in the customer section (if the customer has purchased from you before) would you be able to find any contact information about the customer.
If you'd like, I could reach out to you directly about this to look into it further for you? Let me know. The first step of figuring out a chargeback is to contact the customer, so I like the way you have approached this. For some extra information on what to do when you receive a chargeback you can see the helpful guide Shopify has for this here.
All the best, Nick
I’m in the US. The woman made the purchase in person at a farmers’ market and swiped her credit card and signed on my ipad POS. The only information I have is the last 4 digits of her Mastercard and name. I don’t know where she lives, her email or phone#. I found someone with the same name in my area on facebook, tracked down her work email and sent a nice letter 4 days ago but have had no reply. I’ll try calling her work but I don’t want to trend carefully and not accuse her...because I don’t know if it is the right person.
Since you don't have any information to contact the customer, the next step (as it sounds like you already know) is to dispute the chargeback by providing the proof of customer signature to the credit card processor.
You said you used your Ipad POS, but you did not indicate if that POS was the actual Shopify POS or a third party POS. So, what POS are you using?
Thanks for getting back and giving some more information about this. As @jklang mentioned, without any customer information there isn't too much you can do in terms of contacting the customer about this directly. Your best next step in this instance would be to dispute the chargeback against you. You can find out how to do this and some more information on chargebacks from the help document Shopify has about it here.