joined:June 26, 2012
Recently we have gotten a sudden surge in Chargebacks.
Here is an example of one we had this week:
Customer placed a very large order over the phone. Paid extra to have it shipped overnight. Our products are designed to work over a 90 day period- with patches you change every 3 days. Each package contained 10 patches.
Customer called 3 days after receiving product- claiming they didn't work. We were trying to contact him- but he wasn't answering the phone or e-mails. We wanted to go-over that they are 90 day therapies, and make sure he was using them right etc.... Our return policy clearly states- NO RETURNS OR REFUNDS on opened and used product. We were going to allow him to return or exchange any UNUSED product- less the shipping charges.
Customer just sent back all of the products- with over 90% of the product missing/used. Of course- Visa refunded him his money. Now we are stuck out money of a huge order- and big shipping charges- with returned product that is COMPELTELY unusable and we could not use or resell in any way shape or form.
What are our options and how can we minimize chargebacks? It's one thing- where chargebacks were designed to protect consumers- but what about small businesses who are getting frauded by customers who just automatically do a chargeback? They never even gave us a chance to "make things right" with the customer.