Hi all,
I just received a chargeback today from a customer that states the order was fraudulent. However, this is their 4th order with their 1st order dating as far back as May 2021. Each time the order was delivered to the billing address. Each order went effortlessly until this most recent order
The customer claims through many emails that the order was stolen. They waited 3 weeks AFTER delivery to even say anything. I directed them to USPS first, but didn’t expect much since they waited so long to contact me after delivery. Then I told them to contact the police regarding this issue. For both the USPS and their local police, the customer claimed that both agencies said I needed to refund her. I do not think she even contacted anyone.
Where does my responsibility end if not after the package showing as delivered. I have received a few chargebacks and lost every single one even with all the proof mounted against the customer. I’m getting discouraged because it seems I have to bend over backwards even after the order has been delivered.
I wish shopify would allow you to upload more info. If I could show the card issuer bank that she has placed orders as far back as may 2021 without claiming those as fraudulent then im certain I could win. They all went to the same address. Not to mention her emails stating this order was stolen. No where did she ever mention that the order was fraudulent in all her emails.
Any pointers on how to reply to this chargeback in hopes that i’ll win?
Thanks,