CHARGEBACK INQUIRY. Who can we talk to!?

Shopify Discussion
1

Hello, we recently lost a chargeback and we are very upset about it. The customer ordered two things: one was on Sale, and the other was not. She tried returning both and we informed her that all Sale items are FINAL SALE. We sent her the credit for the return on the item that did qualify, and we shipped her the other item on Sale back to her since it did not qualify for a return. She not only kept the item that we shipped back, but she also made another order with the credit we sent to her. Her bank took her side and she favored her the chargeback. We feel completely hopeless. How can we re-open this case?! We need urgent help as we cannot believe that the customer’s bank is the one who decides who will win the chargeback.

2

Hello, @Elitestylesbtq .

I can absolutely understand and empathise what it’s like to be in this position. We do have resources to help you out with this so I wanted to compile some information for you on how best to avoid fraudulent charges, and how to protect yourself from chargebacks going forward:

I also wanted to point out to you that PayPal have a Seller Protection option which may help also. The typical process for a chargeback dispute looks like this:

  1. The cardholder disputes a credit card charge with their bank.
  2. The cardholder’s bank sends a chargeback request to the credit card company, and takes the disputed amount and a chargeback fee from you.
  3. The credit card company asks you for evidence that the charge was valid.
  4. You and Shopify gather evidence to figure out whether the charge was valid.
  5. Shopify sends a response to the credit card company.
  6. The credit card company reviews the evidence. The review can take up to 75 days after the response is submitted.
  7. The credit card company resolves the chargeback.
  8. If you win the chargeback, then the cardholder’s bank returns the disputed amount to you, and Shopify refunds you the chargeback fee. If the chargeback is a partial win, then the cardholder’s bank returns some of the disputed amount to you, and Shopify still refunds you the chargeback fee. If the cardholder wins the chargeback, then the disputed amount and the fee isn’t returned to you.

Please note: Chargebacks are handled and decided upon 100% by the bank processing the payment and never by Shopify.