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I just got one the other day, for a product purchased on the 27th! That doesn't even allow it much time to get through the mail for goodness sake.
Orders were up quite a bit compared to last. I hope the chargeback trend doesn't come with the territory.. or is this simply due to scare tactics placed on the news about a recession throwing people into a frenzy?
My products are primarily low-end, $20 items.
How are you guys with the bigger ticket items doing?
I would right now do a check on every order you did in December to make sure the address matches the credit card and if not issue a refund otherwise this could put your merchant account in serious default and you could lose it.
Besides every chargeback cost you 25-35 bucks a pop not counting the credit card processing fee so every charge back cost ya about 30-45 bucks.
Except one order, which was received through PayPal with an Indonesian address.. but they entered their country as Australia on my website.
I received this particular transaction as a chargeback before I even logged online and seen this in my purchase queue. This order, I am not surprised of the chargeback as it was clearly fraudulent. Though I am a bit upset I didn't even get an opportunity to react to it.
The other orders were all seemingly legit, and the chargebacks are all "non-receipt", none "unauthorized" .. so it would seem to me the customer intended on the purchase and it wasn't a stolen card.
The problems with these are - none of them have even given the shipments time to reach them. Nor did they make any attempt to even contact me and ask me where they are. Puts me in a pretty tough position.
For the unauthorized, you might look at your vetting process to see what might have been missed and consider adding something else.
You also might look into adding something to your TOS about fraudulent chargebacks, etc and possibly selling those to a company.
You also might look into adding something to your TOS about fraudulent chargebacks
and possibly selling those to a company.
The authorities almost certainly won't do anything to help you. However, if this is a frequent habit and such reports begin to accumulate about that person they're likely to take notice eventually. If nothing else, it reinforces that theft is still theft, even over the internet.
There must be some reason for this rash of chargebacks. There is something that is either drawing the wrong kind of people to your site or a problem with your system. That is what I would look at. I got rid of a bunch of customers who were of the type that were quick to pull the trigger, screaming, using curse words at the drop of a hat, and so forth. I quit selling the items that attracted these scuzzballs.
What do you mean, exactly?
Selling the (fraudulent) chargeback is sometimes the easiest way for merchants. You would need to look at the local laws and see how much you could charge to a consumer that does a (fraudulent) chargeback. If you search for sell your chargeback, you will find some companies and some fees to impose.
The only people that would probably be offended at this would be the people that do this. Most consumers do not have this mindset and probably would not think twice about it.
Afterall, you go into a store and you probably see "$25.00 fee charged on returned check". Do you think anything bad about this company? Probably not. Fraudulent chargebacks can add up very quickly to smaller merchants and potentially put them out of business.
1. Always get a delivery confirmation (USPS) or tracking number to show the cc company that it was delivered.
2. Tighten up your Terms and Conditions of Sale (TCS). Get an attorney involved. Include disclaimers and customer expectations.
3. At checkout, have a checkbox that the customer has to actively check to agree to your TCS. If they don't check it, they can't checkout.
I have one on the first page of checkout that they agree to the TCS and one above the credit-card submission page that they who they and that they authorize the charge. Yes, fraudsters can check the second one, but it helps filters the honest thieves.
4. Distinguish between when an order "ships" and is "delivered". You can't be responsible for shipper delays. What if you ship from NY to CA and the Mississippi River flooded causing delays? Or, there's a blizzard in the Rocky Mountains?
Makes me wonder what went on around the time all of these purchases were placed.
I have just started to affix delivery confirmation to every larger-sized parcel (these are the ones that have been causing me the most grief) and I'm working on a shipping solution that can have tracking on *every* parcel, not just the high-ticket ones.
Distinguish between when an order "ships" and is "delivered".
I use the phrase "once it hits the mail stream, it takes 2-3 business days." I also have on checkout that it takes me at least a week to get an order out, and if they want it by a particular day, they should let me know and I will get it to them. I am sure I lose some sales with my lag time, but really, it is the best I can do, and then people know what to expect. I hardly ever get people complaining about shipping time since doing that.
I used to do that too, but nobody ever reads that page. (That visits my shop, at least)
For money orders I have a link to a printable invoice on that page... people still go to the transaction sheet and print out my color header and all of the fancy stuff from the stylesheets. :)
Gonna play around with the positioning of the text and see if it makes it any clearer. Thanks for the inspiration!