I had a customer initiated chargeback and followed the process by (1) providing evidence of the purchase order, (2) providing evidence of the delivery, showing that the item has been delivered and (3) contacted the customer and received confirmation in an email that they never initiated the chargeback and are delighted with the product. Finally this morning I received the outcome of the chargeback investigation stating "the bank has reviewed your case and decided to side with their customer". Not only did they chargeback the full amount of the purchase but also charged me an admin fee of $25.
How can I dispute this? what are my options? either the bank has not bothered to investigate anything or the customer is not telling the truth but I am the one left out of pocket unfairly.
Could I please have someone from Shopify take a look at my case? I have further spoken to the customer who has spoken to their bank and the bank is saying they did not initiate the chargeback and that it is likely either shopify or Mastercard initiated this chargeback. below is the exact feedback from the bank,
"The Fraud Team advised that the dispute was not lodged by my Bank. The dispute appears to have been lodged by either Shopify or Mastercard and that it is not unusual for Mastercard to do this. They advised that it was as a result of a lot of charge backs related to the merchant.
They also advised that as the dispute was not lodged by me or the Bank, there is nothing that it or I can do."
The above is the one and only chargeback we have received since launching our store in November last year, so I dont quiet understand the comment about "a lot of chargebacks related to the merchant"
Shopify needs to do more to protect and help it's merchants. I spoke to my customer who confirmed they received the book and love it, took the extra step to speak to their bank to assist me while I have not heard anything from Shopify.