When you receive a chargeback, it can feel like you’ve been blindsided. After all, you did everything right: you fulfilled the order, the customer received their merchandise, and they even used the product or service. So, what went wrong?
Unfortunately, there are a number of reasons why a customer might file a chargeback. Maybe they didn’t receive the merchandise they ordered.
Or, they may have received damaged goods. In some cases, the customer may not have recognized the charge on their statement. Or, they could be taking advantage of friendly fraud.
Whatever the reason for the chargeback, you need to take action to protect your business. If you don’t fight chargebacks, you could end up paying hefty fees, and your merchant account could be at risk. Here’s what you need to do to fight back against chargebacks:
1. Respond Quickly
When you receive a chargeback notification, don’t panic. Take a deep breath and then take action.
The first thing you need to do is respond quickly. The longer you wait to respond to a chargeback, the harder it will be to win your case.
2. Gather Your Evidence
Once you have calmed down and are ready to take action, start gathering your evidence. This is one of the most important steps in fighting a chargeback because without evidence, you will likely lose your case.
The first piece of evidence you should gather is your sales receipt or invoice.
This document should include all of the pertinent information about the sale, including the date of purchase, the items purchased, and the total amount charged. If possible, try to get a copy of this document that has been signed by the customer.
PRO TIP: If you are thinking about fighting a Shopify chargeback, there are a few things you should know. First, chargebacks are not always avoidable. Second, even if you win the chargeback, Shopify may still take a percentage of the sale as a fee. Finally, if you lose the chargeback, you may be responsible for the full amount of the chargeback plus any fees associated with it.
In addition to your sales receipt or invoice, you will also need to gather any other supporting documentation that you have relating to the sale in question. This could include shipping records, email correspondence with the customer, or screenshots of any digital products that were purchased.
If you have any questions about what kind of evidence you should be gathering for your specific case, reach out to your merchant account provider or acquirer for guidance.
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