Billing Address not correct CB dispute.

[ByronM]

I have a user who is threatening to do a chargeback because her billing address is incorrect and the item was shipped to her billing address.

Anyone have experience with these scenarios? As far as i know you're ONLY PROTECTED if you ship to a billing address and isn't it considered mail fraud if someone purchases something with an incorrect mail address and someone at that address actually receives the item?

Do i have any chance against something like this? not a very big order but i'm tempted to hold out and not refund so i learn from this and how far my rights go in something like this.

[justgowithit]

her billing address is incorrect and the item was shipped to her billing address.

So she provided you with an incorrect address and then threatened a chargeback when you shipped to the address provided? Did you get an AVS match on the address that she says is incorrect?

If you've got all of the paperwork showing that she provided the incorrect address and it was verified you should be pretty good. Save all correspondence between yourself and the customer to show that you did in fact try to reconcile the situation.

[ByronM]

Yeah, i double checked avs and it matched. I've been brutally nice to her but it was another "i'm gonna make you have a bad day and hate life" type email this morning.

This week has just been the worst week ever as far as customer issues goes. I mean EVER.. must be the crazy economy playing on peoples fears.

[ispy]

You cant always tell whats really going on in these scenarios. What people say is often not factual.

Just go through the chargeback process and let the bank settle the matter.

[justgowithit]

You did everything right in regard to the order. You shipped to the billing address provided by the customer after you received a successful AVS match. If the product was shipped to the wrong address it's her fault for not supplying the correct address.

I'd say the issue here is more about winning an argument with a customer usually loses that customer. There are those customers that threaten chargebacks regularly in the hopes of getting free goods/services. Seeing as this woman really has no grounds to issue and/or win a chargeback in this instance that's what may be happening here. She could be hoping that you'll fold and she'll get her free lunch.

How far away did the product go? Can you do a quick Whitepages search and call the residence to where it was (allegedly) wrongfully shipped?

Call her issuing bank and verify that her billing address is in fact correct (although AVS pretty much confirmed this already).

If you don’t care about saving your relationship with her I’d let her issue the chargeback and then fight it – you’ll probably win. If you think saving her business could win more business in the long run you may as well bite the bullet.

[ByronM]

While I don't want to lose any customers i'm willing to take a chance here to find out what the end result will be by sticking to my guns. Better now than say a 2,500.00 order.

She claims she recently moved but that ads more curiosity to the claim if you ask me. Recently moved, still passes AVS and she quite calling/emailing me after i sent an message that i would work to resolve this issue but i can't give any absolute answer until i call the postmaster to inquire about potential mail-fraud regarding that address.

Got quiet and no threats or charge backs.

[ambellina]

I smell a liar. When I moved last month, I changed my billing address at my bank as soon as I knew what PO Box I was getting. I do NOT want my bank statements or credit card bills in someone else's hands. Both are quite embarrassing, in my case :) If there is any way to legally verify that she has moved, that needs to be done. I think that she's just trying to get something for nothing.