Can a chargeback decision be challenged after providing proof of delivery?

[miraiclinical]

A customer's order was delayed and eventually lost by the courier for unknown reasons.

When alerted to this, we cloned the order, resent and it was received by the customer, even photographic evidence of the parcel at his front door was provided by the courier to which the customer confirmed indeed he received and would close the chargeback against us.  

We did respond to the case and provide all the documentation (email communcation with customer, photo of delivery, etc)  just in case customer did not cancel chargeback as promised.  The case has been recently decided in the customers favor. We are out of our product x2 and shipping fees x2. Very frustrating! 

Can these determinations be challenged? 

[Nia · Accepted solution]

Hi, @Miraiclinical!

It is definitely not an easy task dealing with any chargeback and it's unfortunate that this is the reality of selling online on any platform. Ultimately, the decision process lies entirely with the bank and we have as much sway on the decisions made as our merchants do.

The only advice I can provide here is to speak with the customer who initiated the chargeback - although this won't guarantee any positive results, this is the only route to go through once the bank has made a final decision.

Chargebacks are definitely difficult matters to deal with. Here is a help guide we have regarding Chargebacks that can provide useful information for future reference.

[urban802]

Yeah....I can tell you something is NOT right with Shopify and chargebacks.  I have had several with ZERO fraud indicators, and I require all the safety features like matching the zip code to billing address and CVC code.  Also showed delivered tracking....also had two where customer admitted in writing that they didn't recognize the charge and it was a mistake.  Meticulously supplied all information through Shopify's handy dandy chargeback portal that completely eliminates you from having any contact with the disputing Bank...and LOST them.  Just had a chargeback with AFFIRM which didn't run through Shopify and won....hmmmmm 

[lavenderandco]

Same thing is happening to me. Very frustrating. They will not supply the paperwork to me to let me appeal and  have no solution. 

[ChargebackLoser]

I just lost another chargeback. This time the total was $800. The customer simply told the bank they never received what they ordered. I provided signature proof of delivery as well as picture proof of delivery and image matched up with the picture of the home on Google maps. I also provided a picture of the customers identification to prove it was in fact the customer that placed the order. I've come to the conclusion that there is nothing we can do to protect ourselves from Chargebacks! This is FRAUD and the Banks do not care!

[jassonadder]

It sounds like you've been in a frustrating situation, especially considering the effort you've put into resolving the issue with the customer. Once a chargeback decision has been made in the customer's favor, it can feel like you're left without many options. However, there are still a few steps you can consider, depending on the circumstances and the chargeback process.

Firstly, you could review the case with your payment processor or the bank involved to understand if there are any grounds for appeal. Chargebacks often have a set of rules and timeframes within which you can challenge them, especially if you have solid documentation like email communication and photographic evidence. Be sure to gather all the necessary evidence, such as proof of delivery, communication with the customer, and any tracking information, and present them clearly when challenging the decision. Sometimes, there are opportunities for you to escalate the dispute to a higher level or request a review of the case.

Additionally, it might be helpful to reach out to the customer once more in a friendly and professional manner, politely asking them to reconsider their decision to follow through with the chargeback reversal. If the chargeback process has already been completed, you may still want to maintain good relations with the customer, as it might help mitigate future issues and preserve your reputation.

Lastly, if you're feeling like you need a bit of randomness in decision-making during this tough situation, why not take a break and use a fun tool? For decision-making, for decision making coin flip random generator tool for fun, a lighthearted way to take a breather from all the stress!

Keep in mind that this is a learning opportunity, and you can refine your processes and communication with customers to avoid future chargebacks. Stay resilient and keep pushing forward!