Received an order

and then received an email saying she didn't order

[Raymond]

I received an order 2 days ago. The order was a little larger than usual orders, but weren't all that uncommon, and IP address matches shipping address. So it was shipped out on the next day. Then we sent out a shipment confirmation.
Today I received an email saying she didn't order anything. And she suspect her 14 year old order something without her permission.

I already emailed her the full order details, including the IP address and partial credit card information (last 4 digits).

How should I handle this to minimize the chance of a chargeback?

[netguy]

Raymond, if you have it in writing that she suspects her 14-year-old is using mom's credit card, then simply email her back that Internet fraud is a serious crime, but under the circumstances, you are willing to have her return the goods immediately upon arrival, and that you will provide her a full credit on her card for the purchase - less the shipping charges and a 15% restocking fee.

That saves a substantial amount of her daughter's purchase, and she can deal with her daughter directly on the added fees.

Steve

[Rugles]

We had a similar problem. We received an order and shipped it. The customer called and said he did not order the item, but..... he did order the exact same item two weeks earlier on ebay. He had already received the item the item from ebay.

Very stange, the only thing we could figure, it was someone checking the limit on his compromised credit card.

[hannamyluv]

Yeah, I would tell her she is still responsible (unless she would like to press charges against her kid) and (whether you can or not) tell her that if what she says is true, you may have to press fraud charges if the merchandise is not returned or paid for.

[elguapo]

This is really a problem because she can call her credit card company and alleged that her credit card was used without her authorization. Since we in the Internet do not have signed POs, the credit card company will just believe her and charge you back. Before that happens, you can possibly write or email her and invoke her honesty to just return the item and you will credit her whatever amount you come to agree with. A sensible person will usually agree to allow you to charge a reasonable amount to cover your expenses, but many will also give you a hard time.

[coconutz]

Ask her to refuse the parcel so that it's returned by the carrier and credit her the full amount charged when you receive the merchandise. Is it really worth all the hassle and ill-will just to recoup the shipping charges?

[Outdoor]

Coconutz has it right. Ask her to refuse the package when it arrives and it will come right back to you. Then refund all her money and move on with your business.

Life is too short to worry about the small things. Luckily she caught it fast enough that no real harm was done.

Good Luck.