How can I resolve a chargeback issue affecting my listing on the Shop App?

How can I resolve a chargeback issue affecting my listing on the Shop App?

tribal_trades
Tourist
3 0 6

Ive got a problem, my products have been removed from the shop app because I have a chargeback rate of over 1%, and I no longer qualify. 

 

The thing is I literally did nothing wrong. A customer ordered an item from my site, I packed, shipped , and tracked the item. The order was a scam though, the customer entered an address that USPS couldnt deliver to. As soon as tracking updated to "undeliverable" the customer filed a chargeback. I would have gladly refunded them, or re shipped the item to a new address but noone even gave me a chance to!

 

So i paid the chargeback fees  cost of item and shipping + $15. wasnt gappy about but things happen so i paid it.

 

but now shopify removed my items from the shop app because of my over 1% chargeback rate in the last 6 months. This really hurts us! we re a new store , and a low volume store, so we ve only sold 75 items in a year and a half. Plus I can tell inside benchmarks, the other stores in our genre are extremely slow as well.

 

I understand the 1% chargeback rule is there to insure a high grade of sellers are on the shop app. But for someone like me, thats on low volume, it really unfairly restricts me for a bogus chargeback that i didnt even get a chance to refund or reship before it was initiated.

 

So is there anyone I can explain this to to be possibly reinstated to the shop app?

I tried chat support with no luck.

 

Any ideas appreciated.

 

thank you for reading

 

 

Replies 7 (7)

cajun_queene
Excursionist
23 0 10

The same thing here. I was getting orders from there to. What can we do to get back with shop? Please. HELP!!!

LEVY1
Tourist
4 0 5

Same thing happened to me and it’s not fair at all! 

LEVY1
Tourist
4 0 5

A similar situation happened to me. I shipped out the item and it was stolen from the person's porch. I offered to replace the item and the customer told me they were going to put in a claim with the USPS because this has happened to them many times before! 

I am not sure what the outcome was with that but then went to their bank and did a charge back and now I have been removed from the shop app.

I have a small business and I don’t think this is fair because I did deliver the package and had no control over it being stolen. How long before I can sell on the shop app again? Does anyone know??? 

cajun_queene
Excursionist
23 0 10

Learn from it, I found a app in the app store and it will bounce fraudulent orders out. 

tribal_trades
Tourist
3 0 6

6 months unless you get enough sales that bring your charge back rate to under 1% in your trailing 6 months.

 

Here's how it works.

 

For example,

If you sell 1 thing a month  for 5 months, and then have a charge back on the 6th month, your charge back rate is like 18%

 

So 6 months and 1 day from the charge back date , your rate drops to 0% (if you don't get any more charge backs) and you ll be allowed back in shop.

 

Another scenario is if you sell 100 or more items say in the following month after your chargeback, your rate will drop to like .92%  and you ll be allowed back in the shop.

 

 

 

The only solution I can think of is do a bunch of orders thru a friend and refund them.

 

Put up an item for $1 and have someone buy 100 of them, that puts your chargeback rate at like charge .97% and you d be allowed back into shop. Then just refund your friend. 

 

I haven't tried it , and I don't know if it's against shopify rules, all your doing is selling and refunding. Plus we really don't deserve these chargebacks. It's not like we sell things to people and never ship/never refund them.

LEVY1
Tourist
4 0 5

Thank you so much! This is helpful! Can you message me privately? I have a question. Thanks again! 

m2k
Visitor
1 0 1

I have the same problem and I always get a chargeback close the 6 months, hence as soon as I'm allowed back on the shop a couple of days after we are out, sometimes I wonder if there is a set of people deliberately doing this to small shop. I have a customer who bought two items and requested his chargeback about 8 months apart.  I am wondering if we are allowed to share the names.