The bank recently sided with a customer for a fraudulent chargeback even though our product was successfully delivered. How can I contact the bank to try and understand their decision? Is there a way to submit another review?
Claiming that a product was “successfully delivered” is a bit of a reach…
How do you know it was successfully delivered? It could’ve been delivered to the wrong address. If the buyer has a legitimate claim to say it wasn’t delivered to their door, charge-backs are generally accepted.
Take Amazon. You order a $300 tool set and the driver delivers it to someone else’s door. They take a picture of the package on the doormat. You know that’s not the right place. Should you get your money back? I’ll guess you would say yes, and probably have even done so. Point is, you have no idea whether the customer is lying.
Charge-backs are a fact of doing business, especially with expensive purchases.
It’s not a reach, but I see where you’re coming from. There was proof of delivery. This customer also never contacted us nor responded to any of our emails trying to get to the bottom of this. We sent an expensive product, it was delivered, and now we lose a product and get charged + fee. This is the whole reason I’m trying to understand the bank’s reasoning behind accepting this chargeback.
Hi @epoll24
Chargeback rulings are discussed directly with merchants by banks only in very rare occasions, so you will not be able to reach them for any kind of clarification. If your processor allows it, your best avenue is to beef up your case and re-submit it through the disputes workflow. Delivery confirmation, signature confirmation and communication with the customer will generally help results on subsequent cases.