Hello @TASH2107
I'm really sorry to hear about your situation — chargebacks can be incredibly frustrating, especially for small businesses.
Even when delivery confirmation and signatures are provided, chargebacks can still be lost if the cardholder disputes the charge as unauthorized. In your case, it sounds like the chargeback was due to a mismatch between the billing and shipping address, which the banks sometimes flag as suspicious.
Since you've now confirmed through email that the order was legitimate (purchased by the customer’s father), one thing you can consider is submitting that email as additional evidence to the card issuer through Shopify Payments (if you're using it). While the chargeback may already be closed, it's worth contacting Shopify Support to see if it can be reopened with the new evidence.
Other options you might consider:
Reach out to the customer again — sometimes a polite follow-up reminding them of the situation helps.
Explore small claims — depending on the value and effort involved, you might be able to pursue compensation via small claims court, especially if the buyer is non-responsive.
Review your fraud filters and shipping settings — tools like Shopify's fraud analysis or third-party apps like Signifyd can help protect future transactions.
Use AVS and CVV verification on checkout to reduce the risk of mismatched card details.
It’s truly unfair when honest businesses lose out due to these issues.
