How can we challenge a bank's decision on a disputed chargeback?

Shopify Discussion
1

We received a chargeback from a customer who had received delivery of his parcel. Stating that it was damaged. We had taken a photograph of the item before shipping. We tried contacting the customer but the email bounced back and the phone number was not being answered. After Shopify had taken the money back from us and after we had disputed the chargeback. Disputed because the customer had not made contact that there was an issue with the parcel. This was then left with the bank to decide. We disputed this with shopify as the customer had come through as low risk.

The customer then made contact stating that the parcel had not been delivered. Upon contacting Royal Mail. Proof was provided that the item was signed for and delivered. With GPS tracking within feet of the house.

The bank has decided to side with the customer. This is robbery. The customer has the item and our money.

How can we dispute this? The bank has not taken any of our points into consideration and the amount we were chargedback is quite high.

2

I don’t think there’s anything you can do about it. It’s incredibly frustrating but you can also add chargeback protection through shopify. I believe they charge 1% on all orders, so it may make sense to run the numbers and calculate the risk for yourself

3

It sounds like you’re in a difficult and frustrating situation. Having a chargeback issued against you can be frustrating, especially when it seems that the customer has received the item and has not followed the proper channels to address any issues they may have had with it.

It may also be worth speaking with a lawyer to discuss your legal options if you believe the customer’s claim is fraudulent or if you are not satisfied with the outcome of the dispute.

Its frustrating and all - but let’s be prepared for it in the future.