Lost Chargeback Claim for full amount Despite Proof of Partial Damage: Seeking Advice

35 0 12
I need some advice on handling a chargeback issue that I recently encountered.

A customer filed a chargeback claim with her credit card company, which she won. The order consisted of 14 items, but only 3 were damaged in transit. Despite this, she claimed the entire amount and the credit card company sided with her.

In my response to the chargeback claim through Shopify, I included all relevant details and even provided customer emails where she admitted that only 3 items were damaged. However, Shopify's system only allows us merchants one chance to respond to chargeback claims, and we cannot contact the credit card company directly.

Even with clear proof, we lost the chargeback claim. This seems totally unfair. Does anyone have any suggestions on how to handle this situation after the fact? This is really unacceptable.

Replies 0 (0)