Lately, we seem to be losing every chargeback and it seems very unfair. These are real customers and they don’t seem to be setting out to commit fraud, they just seem lazy or people who become agitated easily. Yesterday I lost a case where a customer ordered the wrong size item, they contacted us an…

Hey Bont! I understand how challenging it can be to constantly lose chargeback cases. I’m sharing a few tips that may help you increase your chances of winning future disputes: Stick to the rules: Make sure you are familiar with the rules and guidelines set by Visa, and Mastercard, and follow the…

Hi, thanks for the reply. Yes, I believe that I am doing all of these things. As another example, last week a customer wasn’t happy with the product. They shipped it back and we refunded them but they also opened a chargeback. We showed the bank that we had issued the refund and the customer still w…

It’s really all crap - you are screwed and Shopify will not lift a finger to help. Shopify has decided to outsource their chargeback process to a 3rd party. So if you call Shopify support to discuss why you lost a chargeback, they can’t help at all. It’s one of the WORST things about Shopify. As a m…

Hello Had a chargeback about a year ago. (Lady wanted to exchange 2 gowns for another size, someone made a mistake in the company and sent the new ones without waiting for the returns AND SHE ASKED FOR A CHARGEBACK WITH 4 GOWNS IN HAND !!) We were in our right to not pay back, but even then, were c…

I agree completely with Bont and all the others here. We are 5-star merchants, with impeccable customer service, follow-up, and communication with our customers.. then criminal customers fully take advantage of this broken system and we are the ones left paying the price. Only thing I’ve found helpf…

I’ve had the same issue twice. The customer agreed the charge was legitimate and that they received their order, but the card processor seems to ignore any evidence you provide.

Actually, we called the credit card company after going through a nonsense chargeback and they told us that Shopify does not give them the message we put in the shop for the customer and the bank. So, no wonder we get charged, it is like we never answered. I contacted Shopify about this but they go…

After a few attempts I’ve been able to get the bank to review it (again) as they initiated the chargeback, not the customer. Shopify keeps telling me they’re “transactional” and don’t get any information etc, but it’s them making the deductions from our accounts.

Why are we losing all chargeback disputes even with good customer service?

Shopify Discussion

Micky7 April 23, 2023, 5:13pm 7

I submitted a letter from the customer indicating the charge was legitimate, and I still lost the chargeback. Are the credit card companies not even looking at the response? Do the credit card companies automatically side with the customer?

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Why are we losing all chargeback disputes even with good customer service?

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