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What does 'compelling evidence and a valid remedy' mean in a chargeback case?

coolskoot
Visitor
2 0 0

I have a question in regards to a chargeback. Customer claimed a chargeback and I responded accordingly because I think the customer was scamming me. I sent the bank some copies of the equipment and invoices. A month later the bank responded with their result :

 What follows is compelling evidence, and a valid remedy for this chargeback.

 

What does that mean? Did I  win? I know shopify took out the money but do not see it deposited bank in my account. Please help so that I know how to proceed. Thank you.

Accepted Solution (1)
Beacon-Jason
Shopify Partner
284 17 61

This is an accepted solution.

Congrats on the win. Give it some time for the payment to be released back into your account. 

Decrease fraudulent orders, stop chargebacks with Beacon. The most customizable fraud and risk management system built for Shopify businesses

https://apps.shopify.com/beacon

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Replies 6 (6)

p1Commerce
Shopify Partner
125 17 63

It sounds like you won the chargeback from that verbiage but I'm unsure how that will be awarded to you.

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coolskoot
Visitor
2 0 0

Thank you for the feedback. It does seem like I won, but have not see any money flow back into my account as of yet

Beacon-Jason
Shopify Partner
284 17 61

This is an accepted solution.

Congrats on the win. Give it some time for the payment to be released back into your account. 

Decrease fraudulent orders, stop chargebacks with Beacon. The most customizable fraud and risk management system built for Shopify businesses

https://apps.shopify.com/beacon
Greta
Shopify Staff
1105 118 140

Hi there, @coolskoot!

 

It's great to hear you won your chargeback. If you open up the order in your Shopify admin, you will be able to see more details, as well as confirmation of the decision from the bank (if you're unable to locate the order, you can use the steps in this help document to filter the orders with chargebacks). In the timeline of the order, there should also be details regarding when you'll receive the money back. For your information, the funds will be returned in your next payout after the decision is made: the full chargeback amount plus the chargeback fee will be paid back to you.

 

I hope this helps, and please let me know if you have any more questions!

Greta | Shopify 
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k-berger
Visitor
1 0 0

There are some poor responses to this comment-bad information.  We had the exact same language 'what follows is compelling evidence, and a valid remedy for this chargeback' and we lost the chargeback even though it was 100% clearly a lying customer who actually came into our shop to purchase the product, then sold them on a second hand site.  I'm not sure I have seen anyone on here who can confirm they won a chargeback. This stems from corruption and over power by credit card companies.  Shopify is allowing it to happen.  Looking into switching platforms because of it.

Skye
Shopify Staff
1070 97 194

Unfortunately, there will always be a chargeback risk associated with selling online on any platform. This is similar to shoplifting for brick and mortar retailers. While Shopify can definitely assist with helping you reduce the risk of these disputes - we do not have the power to prevent every single case

 

Shopify's role is to act as a liaison between the banks and relay information from one party to another. The decision making process on chargebacks is always handled by the cardholder's bank, and Shopify has no control over the outcome. 

Skye | Social Care @ Shopify
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- To learn more visit the Shopify Help Center or the Shopify Blog