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And today, I received a letter from Discover (that's the card that was used) that the customer has acknowledged the transaction on their own and they are reversing the chargeback on customer's initiative and will credit my account.
In all the years I've been selling on-line, I've never experienced something like this. It turns out there are decent people out there, after all :)
I've had chargebacks reversed when customers recognized the charges after being contacted by me (back when I used to follow up on the chargebacks and tried disputing them), but I've never had someone actually reverse it on their own after they had already gotten away with keeping their money.
That's pretty amazing.
As for your specific situation, we've had that happen, even several months later as I recall.
Most customers who call us to question "unauthorized sales" quickly learn and admit that they or someone else in their household did indeed buy and receive the product charged.
Yep. I've had that plenty of times. But I've never seen anyone take an initiative in a situation I described.
Back when I used to confront people about chargebacks, majority of them would play dumb either on purpose or because they've realized their mistake and feel guilty and use that as a defense mechanism while agreeing with the charge.
But yes, the majority of people are honest. I'm not disputing that.
Also, if customers are not recognizing your name - then you have a big problem. The name that is on the CC statement should be at least in the footer, on all check out pages, and on the receipt that is emailed to the consumer and the other email thanking them for the order that has just been shipped
What was that saying again...in order for evil to perpetuate the only thing necessary is for the good people to do nothing. (think it was Gandi, but cant remember).