I’ve just experienced my first charge back. The customer bought $280 and paid in person with her credit card on my iPad POS and walked off with the goods from a farmers’ market. She didn’t request a receipt so I have no phone or email contact. My bank suggested I get a screen shot of her signature. I’m not sure where to find this. Is it possible to retrieve it? Is there any way to find out her address, phone# or email?
Thanks, feeling gutted.
Hey there, @Ashley_Van_Ette!
Ryder here, from the Social Care Team at Shopify. Thanks for your post. I'm sorry to hear about your chargeback, as these instances can be very frustrating. That being said, I'm happy you're reaching out for some guidance.
When a chargeback is made on an order, Shopify will collect evidence and sends it to the credit card company on the due date. Before Shopify sends the response in, you'll have the opportunity to add additional evidence on the order page. Because in this case, the chargeback was made based on a POS sale, the customer's signature will be passed on in the response, along with any additional customer information the POS has. We can only send what information was entered in by staff at the time of checkout, unless a customer had an existing profile that was selected.
The type of evidence you can include in the order will depend on the reason for the chargeback, which you can learn more about here. After the evidence is submitted to the credit card company, it'll be reviewed and resolved within 120 days of submission.
I hope this answer helps provide a better understanding of the chargeback process and what options you have when it comes to providing evidence. If there's anything I can elaborate on, please let me know. Best of luck!