Help with chargeback

Help with chargeback

Ploutone
Shopify Partner
13 0 4

Two weeks ago I received an order marked as medium fraud risk due to the IP address and shipping address being 300 miles apart.

I sent an email to the customer's provided email address and three days later, they called my business number and left a voicemail confirming the shipping address. So I sent out the order, which was successfully delivered to the provided shipping address.

 

Yesterday, I received a chargeback notification from Shopify. I uploaded the email correspondence and a screenshot of the voicemail transcription where the customer states their name and confirms the shipping address. I also uploaded a screenshot of the tracking information and proof of delivery from UPS.

 

What are the chances that I win this dispute? Is there anything else that I can do to improve these chances? I appreciate any and all help.

Replies 2 (2)

SealSubs-Roan
Astronaut
823 65 76

Hi @Ploutone !

 

It is great that you provided proof of delivery and best if you still have the voicemail where the customer is confirming the shipping address. You can record that and attach a recording link to the chargeback dispute form as well. More chance of winning if you thoroughly explain what happened as well. If all your explanation with the supported documents is all clear, then you do not have to worry about losing the chargeback dispute.

Roan
Please let me know if it works by marking it as a solution!
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Ploutone
Shopify Partner
13 0 4

Thanks so much for your reply Roan.  I feel much better about my chances of winning this chargeback and will upload the voicemail recording to provide further evidence. Cheers!