Need advice about a chargeback

[starlygirl]

I just got my first chargeback. I'm pretty certain that the customer just forgot having placed the order & it wasn't a case of fraud. The problem is I don't have a signature to prove delivery.

Should I call the customer & try to refresh their memory? If they realize it was their mistake, will they be able to call their bank and ask that the chargeback be reversed? Would that be sufficient to get it reversed even though I have no signature?

Thanks for any advice.

~Stacy

[starlygirl]

Also, forgot to mention that I already got charged a $25 chargeback fee. If I get this chargeback reversed, am I still out the chargeback fee? Hardly seems fair!

~Stacy

[Herath]

starlygirl

Call the customer and explain what has happend. Then e-mail of fax a breif letter where your cutomer will sign. The letter should say that he bought..blah..blah..from your site for..for..$$. Send that signed letter to your merchant bank. They will reverse the charge back.

[ImVickieB]

My experience with charge backs is that the CC companies really don't give a crap if the customer contacts them about paying the merchant.

The best bet would be to contact the customer and do a memory refresh and ask for payment via check or money order for the items bought.

I agree, it sucks that no matter what happens, you still have to eat the charge back fee.

[fabfurs]

Nearly all our chargebacks are reversed by the client after a call or email to them. Very rare that we have a fraudulant type chargeback.

[George]

Nearly all of our chargebacks are fraud. People remember buying from us, and the few bad ones that slip through are bad, and I curse.

If you can get the customer to remember, I am sure it will be fine. Just wish I could do the same :(

[Morocco]

I have heard of compnaies that are very successful at recovering lost merchandise by contacting customers, but there is a great deal of residual costs involved with that.

What type of card was it on?

[George]

Morocco
If the question was aimed at me, all of them! We have been trading for 4 years online now, so have tried most options when it comes to getting money back. On one ocassion I remember being told by a Policeman:

"I have been there twice now, and no-one answers the door. Now I have 6 rape cases I am trying to solve... would you like me to go back again?"

It is not worth our while employing anyone. Experience says our success rate is low. People know if they have bought from us, so a chargeback nearly always means fraud.

[Morocco]

George,

Sorry bud, I have no idea how a chargeback relates to a rape case.

But for the rest of you...there are ways that you can eliminate all fraudulent chargebacks. It really depends on what card was chargedback.

[George]

He was telling me he was too busy to bother.

added:
>>>there are ways that you can eliminate all fraudulent chargebacks
...But you might also be eliminating real orders. Nothing is Black and White.

[Morocco]

False posotives and negatives are a thing of the past with these programs....but they are only provided on certain card types

[digitalv]

You could always use NETeller like the gambling/casino sites use. It's kinda like PayPal, but with much more strict Verification and 100% charge-back protection.

Yes, it's really 100%. You will never get a charge-back through them, it's in the contract.

[wingslevel]

Or try to eliminate the chargebacks in the first place by:

1. Make sure that if your website is widgets.com, that your charge comes through on the customer's statement as widgets.com. Often widgets.com is owned by some other entity etc. - i.e. if it says abc holdings, ltd., your likely to see lots of chargebacks.

2. Remind the customer in your confirmation that they will be receiving a charge from widgets.com for 28.92 on their next statement.

3. Have your phone number appear on customer's statement next to your business name - i.e. widgets.com 1-800-555-1212. In case they honestly forgot who you are, they may call before charging back.