Suspected Fraud: Can I Prevent Chargeback?

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Suspected Fraud: Can I Prevent Chargeback?

LFoodocracy
Shopify Partner
5 0 2

A customer claimed that 12 of the 20 items from their order were missing and immediately requested a refund via email. This raised red flags, as they did not ask for the missing items to be sent. I've never had a customer not want the items they ordered, especially in such a large quantity.

I investigated and confirmed via shipping label and scans that the package's weight matched all 20 items. I informed the customer that I needed photos of the box and items to file a claim. They repeatedly demanded a refund without providing this evidence. Eventually, they sent a photo of the items they claimed to have received, which were undamaged, but said they discarded the box.

When they later requested to return the items for a refund, I directed them to our return policy, which requires items to be sent back in new, unused condition. The customer is now accusing me of refusing to refund and has indicated they will not pay. I suspect they may attempt a chargeback.

Is there a way to proactively report suspected fraud or protect my business from this behavior?

Accepted Solution (1)

vinods
Shopify Partner
883 16 97

This is an accepted solution.

hi @LFoodocracy 

please update the returns policy as soon as possible and have a date and a statement in all policies that the merchant "https://shopfoodocracy.com/" reserves the right to update the policies from time to time without any...

check the local laws about food items 

on your refund policies it states 30 days try to say no refunds as in food industry usually there is no refund and all sales are final

try to ask a shipping person to give you call at the time of delivery from the shipping company if possible if that service is available and see if fedex or dhl or the shipper has a picture of delivery of shipping

may be you can seal pack the the boxes before you give to shipping company 

try to add FDA approved logo on packaging 
feel free to discuss this on personal message in shopify as there may be some more interesting points too 

 

 

Vinod Sachdev
Digital Centrics
Digital Marketing Manager
Google & Bing Ads | Website Design & Development | Conversion Rate Optimization

View solution in original post

Replies 6 (6)

vinods
Shopify Partner
883 16 97

hi @LFoodocracy 

 

may i have your website url pls 

 

Vinod Sachdev
Digital Centrics
Digital Marketing Manager
Google & Bing Ads | Website Design & Development | Conversion Rate Optimization
LFoodocracy
Shopify Partner
5 0 2

vinods
Shopify Partner
883 16 97

This is an accepted solution.

hi @LFoodocracy 

please update the returns policy as soon as possible and have a date and a statement in all policies that the merchant "https://shopfoodocracy.com/" reserves the right to update the policies from time to time without any...

check the local laws about food items 

on your refund policies it states 30 days try to say no refunds as in food industry usually there is no refund and all sales are final

try to ask a shipping person to give you call at the time of delivery from the shipping company if possible if that service is available and see if fedex or dhl or the shipper has a picture of delivery of shipping

may be you can seal pack the the boxes before you give to shipping company 

try to add FDA approved logo on packaging 
feel free to discuss this on personal message in shopify as there may be some more interesting points too 

 

 

Vinod Sachdev
Digital Centrics
Digital Marketing Manager
Google & Bing Ads | Website Design & Development | Conversion Rate Optimization
vinods
Shopify Partner
883 16 97

also @LFoodocracy try to give an option of open packaging order at the time of delivery if possible and then ask the shipper to take the picture of the same

Vinod Sachdev
Digital Centrics
Digital Marketing Manager
Google & Bing Ads | Website Design & Development | Conversion Rate Optimization
LFoodocracy
Shopify Partner
5 0 2

Thank you that's a good suggestion. I have updated our shippping and returns policy per your suggestion to make it much clearer, I've also added a policy for missing or damaged items to clearly require photographs of the packaging. We've never had a problem in the past, if someone is missing something it's typically someone ordered 2 of something and only got 1 or perhaps they got the wrong item because the packer made a mistake. I just refund those immediately and take it on good faith that they being honest. This one however is more than half their order and everything about it smelled like fraud from her first email. Nobody ever emails me with a missing item immediately wanting a refund, they always want the product they ordered. The proof of delivery also clearly shows our box (I can see our logo) in perfect condition sitting on their doorstop and UPS shows the scan weight that is the full weight of all items they paid for. She's already done a chargeback of course so I've submitted all of this to the bank. 

vinods
Shopify Partner
883 16 97

hi @LFoodocracy 

 

thank you for accepting the solution.

also if possible try to check if you can add your logo on the products as sold by something like that

Vinod Sachdev
Digital Centrics
Digital Marketing Manager
Google & Bing Ads | Website Design & Development | Conversion Rate Optimization