Fraudulent Transaction

[Maximus1000]

I had an order placed back in March on my site for $300, plus they paid $24.95 for overnight shipping. AVS was a match (same billing/shipping) and a address lookup matches the name to the shipping/billing address. I am pissed because this is the biggest chargeback I have had so far, and plus the billing/shipping addresses matched.

I tried calling the phone number on the order and it appears to be going to a spanish speaking household and not that of the customer whose name was on the order (it was an indian persons name on the order).

I found the customers correct number online that matched to his address, and called him. He claims that he didnt order anything, but the product that was ordered was a female product so I am not sure whats going on (maybe his spouse ordered it and didnt tell him?) The problem is that I shipped the order express but forgot to ask for a signature.

What are my chances of winning the chargeback? I have a delivery confirmation that it was delivered to the billing address but no signature. I mean I find it very suspicious that the billing/shipping matched and yet they are claiming it was a fraudulent order.

[jecasc]

Express deliveries normally have signature confirmation by default. Call your parcel service and request the signature. They should have it. And also go to the police.

[piatkow]

I would suspect that the item was not for his wife and she saw the credit card bill.

[incrediBILL]

Without a signature, and even that can be a fake, anyone can pick up a package from any address while the occupant is away from home, depends on the setting like a place with a front gate where fraud is easily concealed.

For instance a condo with dozens of occupants, who answers that front door and accepts that package?

I'd fight it, Good luck!

[Maximus1000]

Jecasc: Endicia defaulted and printed the label with Waiver of Signature on the label and unfortunately my shipper did no see it. Usually I require signatures on items that are that expensive and going via express mail.

incrediBILL: The billing/shipping address was to a single family home. The thing is that I confirmed that the address belongs to the same person who is claiming that was a fraudulent charge. It was addressed to him and went to his home address (AVS was a match). He is not claiming that he did not receive it, he is claiming that the entire transaction was fradulent and that he did not make it which is very strange given that it went to the same billing/shipping address. The only thing that is wierd is the phone number on the order was not his, it went to a spanish speaking household and they did not speak english. The person I shipped to however was Indian so that is the only thing that threw me off.

I am going to fight it, but I really dont have any faith that I am going to get my money back. It seems that the CC companies always side with the customers in this case.

[LifeinAsia]

Many possibilities in this case- off the top of my head I can think of the following:
1) Fraudster stole the credit card info. Placed the order to verify the CC was still valid. Fraudster doesn't card if he ever gets the merchandise.
2) What piatkow said.
3) Cardholder's daughter made the order and didn't tell daddy.
4) Cardholder did make the order and is disputing the charge simply because he knows he'll most likely win (and gets the merchandise for free). And even if he doesn't win, he knows he most likely won't suffer any repercussions.

Your chances of winning the chargeback dispute in each case:
1) Forget it.
2) Doubtful, unless you can provide proof.
3) Doubtful, unless you can provide proof.
4) Doubtful, unless you can provide proof.

I also second the motion to get the police involved. However, I'm pessimistic that they'll make it a high priority case. Especially if you can't provide other evidence.

One more issue to find out- does the card holder actually have the merchandise?

[incrediBILL]

The only thing that is wierd is the phone number on the order was not his, it went to a spanish speaking household and they did not speak english.

Maybe it was the housecleaning crew that did it.

I've heard stranger stories.

[jwolthuis]

... plus they paid $24.95 for overnight shipping.

Domestic Overnight Shipping is a fraud-flag to me. We no longer offer it, because it seemed like the only customers willing to pay for it were crooks using stolen credit cards.

International Overnight is different, because customers will choose it simply to expedite customs processing. We only ship to the 15-or-so countries that use credit cards and have reliable mail delivery, so that limits out exposure to fraud.