My experience with this recent chargeback just in time for the holiday season.
A business owner placed an order for their customer through my site. The items were promptly shipped with signature confirmation on delivery. About 3 weeks later I get a package in the mail. It was our products mashed into a little ball and shoved in a garbage bag and mailed back to us. It was completely destroyed and literally garbage at this point. I lauged at the note included that stated, "customer wanted red, not orange..we're returning these...sorry". Red was sent as that's what the "garbage" they sent us back was. I thought no way would they attempt, let alone win, a chargeback if they initiate it.
Absolutely no contact has ever been made with this customer and I saw no need to as there was nothing I was willing to do at this point(refund or replacement). About a week later, the chargeback comes through. I couldn't believe it. I sent my response along with paperwork,shipping info, etc... and was awarded the full amount. Case closed right? Wrong...
Got a new notice yesterday stating the customer is still disputing saying I have provided no proof of damage. I thought, easy enough, send pics of what they sent me back. Apparently that won't work. There's no proof that the garbage bag they sent me back was really what they sent.
As a last ditch effort, I'm sending the exact weight of the package I shipped(3 lbs) and a copy of their submitted shipping paperwork showing what they sent back weighed less than 1 lb. This is the only chance I have to win. What's worse is that the dispute department at my processing company said I should only ask for a percentage of my money back b/c there's no way I'll get it all back.
So there's where I stand today. I have return policies all over my site, I used signature confirmation, and I have what I thought was an easy win against a chargeback; but odds are I'm still going to lose some/all cash. Apparently, even when you do everything right; you can still lose a chargeback.
Any ideas on this one? The totals were about $170 and I'm offering to settle at half just so I get something. Still don't think it's right but what else can I do?
Sorry so long.....