Why am I losing customer disputes despite tracked deliveries?

[esskay17]

I'm unsure why I've lost the following disputes:

1. Customer placed a dispute before the package even arrived. They placed it shortly after the order was fulfilled. It's a scam order of course but Shopify didn't mark it as fraudulent.

2. Customer said they didn't receive the order but the tracking link says they received it. I phoned USPS and they said it was delivered successfully and that nothing else can be done. Any customer can just take the item from their mailbox and say they did not receive it. There is no way to find out the truth here!

I lost money in both of the above two situations. What can be done to avoid/fix this? Thanks.

[Blair]

Hi @esskay17,

Thank you for reaching out. Chargebacks are definitely not an easy task not deal with and understand the hassle they cause to your business. Shopify tries it's best to predict whether or not a customer will initiate a chargeback through tools such as our risk analysis and fraud prevention system but can't completely eliminate their occurrence. However, I'm more than happy to provide some preventive tips for future orders.

I'd recommend checking out our Preventing Chargebacks and Inquiries Helpdoc as it touches on a ton of information, including the various types of chargebacks that can occur. Here it also notes a few different tips to preventing, which include:

• Investigating any suspicious orders through our Fraud Prevention before fulfilling
• Installing a fraud prevention app to the shop, such as Fraud Filter
• Having contact information for the shop easily accessible to customers
• Making customers knowledgeable about the shops policies

As chargebacks are a sensitive matter to manage, I also encourage you to look at our Chargebacks and Inquiries helpdoc for additional assistance.