A customer initiated a return after delays at customs, which is understandable & we had offered to cover shipping costs as way of apology. She opened up a chargeback immediately after making initial contact with us. So we discussed this & she said she’d return it & we were confident that we’d win the chargeback as we have receipt of delivery & all correspondence with the customer. For some reason we lost the chargeback even though we submitted a lot of supportive evidence. We were prepared to just leave it at that & accept we’d had to pay the fee. Anyway she has gone completely silent. We’ve tried to contact her via email & the number she provided. Is there anyway we can dispute the outcome of the chargeback? It’s incredibly frustrating that despite submitting tracking numbers, signatures & customer correspondence saying “i received my order” we still lost it. Would really appreciate any advice or guidance.
Chargebacks are an unfortunate byproduct of doing business. And because of consumer protections, more often than not a credit card company is going to typically side with their client in place of the business. Chargeback processes are completely handled by the customers bank and Shopify doesn’t have the ability to sway the decision in any way. We simply provide the platform for you to get notified of chargebacks and offer a portal where you can submit uploaded documents as evidence for the banks to review and make their decision.
At this point, it would be best to not do any business with that customer in the future. In addition, we do have a handy guide here regarding Chargebacks and everything you need to know about the process. If there is anything else I can help you with, please let me know.
I have the same problem as @Jade1991 . Saying “don’t do business with the customer” is not an answer since it is an online retailer - they come to me. I don’t know who they are. In this case, it was fraudster in a foreign country and his foreign bank sided with him. So my product (which I actually shipped and paid for) is gone and my cash is gone. How do I find out “his bank” so I can dispute them directly. I understand it’s not your issue but helping us resolve disputes makes for happy store owners. More info please…