Can I contest a chargeback dispute after providing all proofs?

[Helen_Byrne]

Hi all

Wondering if anyone can offer any advice/insight.
A customer bought something from us.
The sale was flagged as medium risk, so we reached out to the customer and asked for photographic ID and pictures (front & back) of the card used.
The customer replied, with all the details. The ID address matched that of the shipping & billing address. The card name and address matched that of the purchaser.
So we accepted the order and had a couple more email interactions with the customer.

We sent the item out, (from UK to US) via fedex, as we got confirmation of delivery (literally within a minute or so) a chargeback was entered..!

We sent the customer's bank screenshots of all the emails, including the photographic ID, and the card pics, screenshots of delivery and signature.
And wait a month for the outcome.

Which came through yesterday, in the customer's favour!!
Is there really no recourse for us?
At all?

There was absolute proof he wanted the item, proof he received the item and proof that he owned the card.

What did we do wrong?! 
Can we dispute the result and speak direct to his bank?

Thanks in advance.

[JoesIdeas]

Man this type of thing boils my blood. In a store I'm an owner of we deal with this all the time.

Our latest tactic is including a clause in the email to the customer along the lines of "You agree that this is a legit order and you will not file a chargeback. If you file a chargeback, we are legally entitled to recoup the funds directly from you + legal fees".

I upvoted this post, because you clearly did the due diligence but the bank still screwed you.

The real problem is banks and laws, but good luck changing those hehe.

For the tactic I mentioned, I think it would be worth consulting a lawyer to draft something better. Or better yet, any lawyers want to help out the community here and share a template that we can use to help protect ourselves from scammers?

Thanks for sharing your experience, I see this way too often, it's gotten out of control. I would really like to see Shopify get more involved since they have more resources to be able to help us out.

[KRSabers]

It's totally ridiculous isn't it? I had a chargeback case recently. Shipment was successfully delivered with DHL Express. Signed for and everything. £200 GBP+ order.

Customer filed a chargeback for fraud. No contact from the customer. No emails. No messages etc. Despite giving proof of delivery and the shipping waybill, the customer still won the chargeback.

Shopify really do not care at all. They just say "We can't do anything about it".

Problem is, how the hell do we know how Shopify is fighting the card issuer on this?! Why can't the merchants (us) deal with the card issuers directly.

I DO NOT trust Shopify to fight these disputes for me. I am perfectly capable of doing it myself! 

[Beacon-Jason]

@KRSabers Sorry to hear about your recent chargeback issues. Reading your description, it sounds like there was a possibility that you were hit with a bad-actor using stolen payment credentials, thus why you received no response back from your "customer". The original card holder must have filled a chargeback once they found out about the unknown charge.

[Helen_Byrne]

Thanks for reaching out, however we had multiple discussions with the card owner including him pics of the card used and him taking a selfie to match his photographic ID, also discussions about adjustment to be made to the ring he was buying. It was watertight as far as we were concerned, but this guy obvs figured the bank would side w him which indeed they did. We need more support from Shopify on this as we’ve heard similar from other users in a ‘Fraud’ WhatsApp group we have within the trade.

Helen and Pip at Fetheray