How can I handle chargeback orders marked as fraud?

[bundlematters]

i need help.. so i had a customer order two times off my site both orders showed as fraud i told customer before you order with me again make sure you call your bank to see why it’s showing fraud , i said i will send your order but next time you shop make sure to fix it. so the beginning of november i seen a chargeback so im like this customer received BOTH packages from me . so i submitted everything they needed. and it still says waiting on bank response but still trying to charge my card.. like i even added charge flow to my shopify and charge flow not doing anything. they trying to charge my card EVERYDAY!

[Emily]

Hi, @bundlematters.

Thank you for reaching out. I am sorry your having issues with a chargeback. 

Can you please provide more information on what your being charged for? Is it the amount of the chargeback? You will need to pay this amount upfront and if you win the chargeback, the funds will be returned to you. 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

[bundlematters]

Hello , so one of my customers ordered from one me , she received all her
orders! she decided to claim a dispute and shopify is trying to take the
money from me. but now i understand i will pay the money then if i win i
will receive the money back thank you so much for the information.

[Emily]

Hi, @bundlematters.

Thank you for your reply! 

Yes, the funds will be held until the decision on the chargeback is made. If you win the chargeback, the money will be deposited back into your account. 

Take care, 

[bundlematters]

so question if i don’t pay until the bank makes the decision what’s going
to happen?

[Emily]

Hi, @bundlematters.

If you don't pay until the bank makes their decison, there is a possibility your payouts will be put on hold as you owe money. I highly recommend paying to avoid any possible issues in the future.

Please let me know if you have any further questions!