I have had a few customers saying they didn’t get their package even though USPS says delivered?? I have one customer threatening charge back. I have never won a charge back appeal. Should I just refund them or is it a scam? Has anyone ever won a chargeback?? What was the charge back fee??
Hi @Allison_Dow ,
I am sorry to hear that you’ve had this issue with some customers, and it’s an unfortunate part of selling online.
If a customer is threatening a chargeback because they claim they have not received their order, I would not recommend refunding the order as you likely won’t be getting the inventory back as they’re claiming they don’t have it. You can speak with the customer and provide them with the tracking details that confirms that the order was delivered. They can contact the courier if they don’t have the package.
If the customer is adament they have not received their order and issues a chargeback, then you will need to dispute it. You can add evidence to the chargeback dispute; the tracking information is a key piece of evidence that you’ll want to provide. The ultimate decision is made by the cardholder’s bank, and unfortunately there is little more you can do other than provide as much evidence as possible that you sent the goods to the customer, as advertised, in a timely manner.
If you use Shop Pay, you can consider enabling Shopify Protect. This feature offers chargeback protection from fraud and is free to use.
Hi @Allison_Dow
I understand the frustration of customers claiming they didn’t receive their package even though USPS says it was delivered. Unfortunately, chargebacks are a common occurrence in the world of e-commerce and can be very costly for businesses.
Fortunately, there are ways to prevent chargebacks from happening in the first place. Like Chargeflow, it can really help to automate things and save you a TON OF TIME AND MONEY. You can read more about how it works here.
Such scammers are quite common nowadays, unfortunately, and therefore taking a precautionary approach is the best way to deal with them.
And about winning the chargebacks and the fee, understand that chargebacks can be a tricky process, but with the right guidance and support, it is possible to win a chargeback. Chargeflow.io provides merchants with the tools and resources they need to successfully dispute chargebacks and minimize their losses.
When you as a merchant win a chargeback, you are typically refunded the full amount of the transaction plus any associated fees. Depending on the card network, there may also be additional fees associated with filing a chargeback dispute, such as processing or administrative fees.