I have a customer who submitted a chargeback instead of doing a refund. They are planning on refusing the delivery when it arrives. What’s the best approach here? Should I ask them to cancel the chargeback and then we do the refund? Or do I just accept the chargeback?
Hi @m1k1ng ,
Thank you for reaching out to the Community! I’m happy to provide some guidance with receiving and handling chargebacks, to ensure this gets resolved.
As it was mentioned the customer disputed the chargeback instead of requesting a refund, I would recommend reaching out to them directly. You can communicate with the customer that made the order by phone or email to see if you can resolve the issue. If the customer agrees that the chargeback isn’t necessary, then the customer must contact their bank and ask them to drop the chargeback. You should also submit evidence that shows that the customer agreed to drop the chargeback.
If however, the customer does not agree to dropping the chargeback, I would recommend checking out our Chargebacks and Inquires Documentation for more information on how to handle this accordingly. It touches on how chargebacks are processed within Shopify, the fee associated with chargebacks, as well as additional reasons a chargeback may have been disputed.
I would also encourage checking out our Preventing Chargebacks Document, as it touches on ways you can minimize the number of chargebacks received moving forward. Some of these preventative steps include:
- Verifying the IP address
- Calling the phone number attached to the order
- Search for the email address
- Verify the billing and shipping address match
Please let me know if you have any other concerns!