What to do when you lose a chargeback?
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- Опубликовано: 12 июл 2024
- If you accept credit cards then you may eventually run into a situation where a cardholder issues a chargeback against your business. In some cases that chargeback may not be fair or reasonable.
What can you do, as a business owner, if an unfair chargeback occurs? In this video we explore the option of sending the chargeback to Visa or Mastercard for arbitration.
Source: www.merchant-accounts.ca
Just suscribed to your channel…thank you so much 😊
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How about failed chargebacks for customers
I bought a so called "cuddle clone" and paid £186 + £ 50 Duty from the US ( i am in the UK) in July 22 when i received my Item i was so disappointed the "toy " I received was nothing like my dog at all . I contacted the Company provided pictures of the toy i received and they agreed that " in this case they got it wrong" and they want to re do it again . Because i was so disappointed and lost trust i decided against a remake and ask my money back. Cuddle clone told me they don't do refund !? So i contacted my Credit card and requested a recharge which i received on July 5th . The toy i donated to a charity shop ! I thought it was done and lost £50 Duty i paid. Today 23.09 ( 8 weeks after i got my refund) i received a letter from my credit card telling me that the Company challenged my chargeback and now have to pay again ? I thought the company only have 45 days to challenge ???
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I’ve been losing all of mine lately. It’s absolute bullshit.
In cases where you are getting chargebacks and losing them, you can look at amending either the way you deliver the goods (perhaps getting some sort of stronger proof of services rendered), or, better yet, stronger anti-fraud. Chargebacks are a problem where an ounce of prevention is better than a pound of cure. While saying this, it's clearly understood how frustrating it is to lose chargebacks, especially when it's unfair. Working in the confines of the options on the table, what I often suggest is doing a google meet on video or other ways to spot suspicious orders before they happen. We have a video about this on the channel if you want to check it out (how to use video to spot and stop fraud). Without knowing more details about your chargebacks, and the dispute reason (fraud, services not as described, etc) it's not possible to comment more. But we're wishing you the best for your business.
Someone did a chargeback on an iPhone I sold on eBay for $225. Very frustrating since I believe the customer was trying to get a free iPhone
This happens frequently. The best thing you can do is validate the order with some sort of extra screening. For example, doing a video call with your customer and having them hold an ID up to the camera. It's always a balance between protecting yourself (and the cardholder) - while not overly frustrating your customers.
As a merchant, you’re fighting a losing battle from the start. Arbitration is just false hope and should be scrapped. It's not fit for purpose.
I also saw your comment on our other video. In these situations one of the best things to do is review your game plan to see if there is anything (with the benefit of hindsight) that could have been changed. Usually in terms of order screening or some type of validation.
Two comments though: since you're obviously frustrated I don't mean to imply that you could have done more. It's possible you did everything humanly possible. Also, since I don't know what happened (non-delivery, fraud, item not as described, etc), there isn't enough detail. Don't give up hope though. What I tell merchants is to brainstorm with us what they can do to make the anti-fraud, fulfillment, terms and delivery as tight as possible so in the event of a dispute you are in as good position as possible.
If you happen to be based in Canada, US or Europe and want to look at working with us please feel free to reach out to us on our website. I'm not certain if the outcome would be any different, but happy to try to help if we can.