Question about accidental chargeback

[Rachel]

I have a customer that placed and received her order. However, it's a family business, and her Mother handles the books. Mom didn't recognize the charge, and disputed it. I never received a notice from my merchant company, so I didn't realize I even had a chargeback until my bank account was hit. Called the customer, and we finally realized what had happened.

I've only had one chargeback in 5 years of business (it was legitimate), so I'm wondering what the best way to handle this is. Should I just re-charge her card (with her permission, of course), or should I have them contact their credit card company to reverse the chargeback? Could they even do that? I don't want to ask them to reimburse me for the fee since it seems that it was an honest mistake, but I'd rather not eat the cost if I don't have to.

Thanks for any suggestions.

Rachel

[Essex_boy]

Id have them contact the card company to have it reversed.

[Herath]

Send the customer a draft letter saying he would like to reverse the charges (Accepting it was a mistake on his/her end).

Ask the customer to sign and FAX / mail back to you.

You forward it to your Merchant bank. They will reverse the charge.

That's how we have been handling chargebacks of this nature.

[Rachel]

Thank you, Essex and Herath! I'll call the chargeback department right now to what specifics they need in the letter to reverse the charge.