How to handle a first chargeback claim on an eCommerce platform?

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Hi, I’m pretty new on Shopify and have had my first chargeback. My customer claims an item has not been delivered, I have proof of delivery and have submitted a counter claim but I’m worried I’m going to loose a lot of money. As the item was delivered over 30 days ago it is too late for me to file a claim with the delivery company even though I have a proof of delivery. 

I’m being scammed/ripped off, how do I stop the chargeback please? 

Replies 2 (2)

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Hi Three54, it's time to fight that Chargeback! here are some guidelines that'll help you do that: 



Comprehensive Documentation: In addition to providing proof of delivery, it's advisable to share the entire order-to-delivery process. This comprehensive documentation serves as a robust foundation for your case.

Enhanced Data Analysis: Strengthen your defense by thoroughly analyzing data points, including the customer's IP address, social media links, and other pertinent information. The more comprehensive your evidence, the more fortified your position becomes.

Transparent Communication: Ensure that your communication process with customers is well-documented, and that clients are fully informed about your refund procedure. Transparency not only helps prevent chargebacks but can also work in your favor when disputes arise.

Time Sensitivity: Keep in mind that time is critical when dealing with chargebacks.

You have a 30-day window to respond to the chargeback, so it's essential to act swiftly to safeguard your profits. Timely and comprehensive responses can significantly increase your chances of recovering funds successfully.

Feel free to reach out if you need further help! 

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The customer issued chargeback because the transaction was fraudulent and the amount was deducted from my bank account, and I have proof that the customer received the order and sign delivered . How do I stop this fraud ?, which means losing the product, shipping, and my time? How do I defend myself?

I filled response but also my wise bank deduct amount to stripe without I accept chargeback.

The chargeback response has been submitted

The customer’s bank will receive the response on March 16, 2024 at 2:00 am. You can update the response any time before that date