My issue is consistent chargebacks from customers who have ordered and received (per tracking) their items but file chargebacks for non-delivery despite evidence showing that item was delivered. Invariably the “bank” or “credit card” company has been siding with the buyer and refunding their money. The fact is that either these people are actually “internet shoplifting” or they aren’t responsibly watching out for their packages and they are getting stolen. Are sales are a low volume - high priced. We cannot stay in business if this keeps up and Shopify is of no help. They claim they do not know who the customers credit card company or bank is thus cannot tell us, I need to argue my own case with these banks as these chargebacks are not justified given the evidence. We’ve read all the Shopify articles and looked at the apps but these all deal with stolen cards or fraudulent charges and do not apply here. We have very little trouble with those situations. Any suggestions on how to rectify these cases or get the bank contact information so that we can argue our case with them?
Sorry to hear your recent frustrations.
Are you sending these high value items via signature confirmation? How are you submitting these chargeback claims? A signature confirmation gives you a higher chance of fighting a (non-delivery) chargeback. A lot of times, merchants lose these cases because there is not ample evidence provided or a clear and complete counter claims submitted.
We are not requiring signature confirmation due to returns from no opportunity to obtain a signature (people just are not at home and won’t go get the package) and the significant cost increase for this that people will not spend. We are submitting these chargeback claims by following the Shopify instructions and providing proof of shipment and delivery from the shipping company such as UPS. What else should we be including?
But again, I need to fight my own battles apparently and need to know how to contact the bank to discuss these approved chargebacks and get an explanation of their reasoning. I don’t know about other vendors here, but it’s open season on us as word has gotten out on how to get our products for “free”.
I’m not getting any help here on this forum. I need to handle my chargebacks myself, Shopify is not doing enough to prevent fraudulent chargebacks like other providers I’ve had. How do I contact the banks that are filing the chargebacks?