Chargeback Dispute

[LilHelperCA22]

Hello!

We currently have an order where a chargeback was requested from the customer's end. We reached out to the customer and the customer responded that they did not initiate a chargeback from their bank. 

We sent this as a response to Shopify but the customer still received the chargeback. How do we go about this?

[Dirk · Accepted solution]

Hey, @LilHelperCA22 

Chargebacks are an unfortunate part of running a business online. Shopify does not have the ability to weigh in on the chargeback process as this is something handled between the customers bank and your business. Banks at the end of the day determine who is in the right or wrong and Shopify cannot reverse those rulings. Once the chargeback decision has been made by the bank, that decision is final. You cannot fight a chargeback more than once. 

With that said, it might be worthwhile reaching out to your customer for more information and the cardholder is the one who initiates a chargeback request to their bank. I recommend checking out our guide here on preventing chargebacks and inquiries to best protect yourself in the future.

If there is anything else I can help you with, please let me know.

[Beacon-Jason]

hi @LilHelperCA22 ,

May I ask what method of communication you did to reach out to the customer? Was it by email? Phone?

I ask this because this matters in knowing what might have gone wrong. If you reached out by email, then the likelihood of you speaking to the actual bad-actor is high. The chargeback could have happen to be filled by the original card holder and was not aware of the purchase. The bad-actor could have simply not told you the truth and wanted you the send out the order.

[LilHelperCA22]

Hi Jason, 

Yes, our support is only available via email at the moment. 😞 We have multiple shipment confirmations and the customer also assured us that they did not ask for a chargeback. Which is a bit odd as to how we got it. 

Alex