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Thread: What to do in this chargeback situation I'm in...

  1. #1
    Junior Member BizMan is on a distinguished road
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    What to do in this chargeback situation I'm in...

    Hi All!

    So I received a chargeback a few weeks ago and I have to submit my response by Nov. 6. Here's the whole story behind it.

    My customer in Broadview, IL placed his second order (first order was smooth, he used his own credit card, billing/shipping was the same) using someone in Chicago's credit card ( Broadview and Chicago aren't too far away).

    The customer signed for the package when it arrived and everything worked out smooth, until we got hit with a chargeback.

    I've spoke to the customer right after I got the chargeback and he said he would find out if his employees used their cards or someone else's, but he confirmed he received the package and would call me back. Well he never called back. So I have called almost everyday for the past 2 weeks, the first couple days the employees told me he'd call back, and now no one picks up the line. The business is legit, I searched his company name online and it is registered to him.

    I've also googled the guy that his card was used and got a number, but when I call, no answer.

    I'm not sure what motive/action to take in this situation, if anyone has any similar experiences or perhaps any advice, please share

  2. #2
    Administrator chargebacks has disabled reputation
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    Re: What to do in this chargeback situation I'm in...

    Hi,

    I think your best course of action here is to submit all of the relevant documents to your merchant account - fight the chargeback.
    You'll need to submit the invoice and shipping info to the credit card company - along with the details you mention above. They should then conduct an investigation and reverse the chargeback or simply take the money from your merchant account.

    You need to do this asap really - banks generally give merchants ten days for document submission.

    Hope this helps - good luck.


    [
    John Lark
    Chargeback Forum Senior Moderator
    http://www.chargebackforum.com/

  3. #3
    Junior Member Stacyk19 is on a distinguished road
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    Re: What to do in this chargeback situation I'm in...

    How much is the chargeback for, was it a big purchase?

  4. #4
    Junior Member BizMan is on a distinguished road
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    Re: What to do in this chargeback situation I'm in...

    Over $500. Having a thief overseas commit fraud is one thing, but having a store owner and the card holder committing fraud as a team is another.
    Just want to make sure I don't lose out on my money, as well as have authorities take the appropriate actions, just want to know how to go about doing it.

  5. #5
    Junior Member BizMan is on a distinguished road
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    Re: What to do in this chargeback situation I'm in...

    ***LATEST NEWS***


    Just managed to get into the hackers email address and discover that not only have they screwed us, but several other companies as well the same way.

    Can any of this be used as evidence in the chargeback?

  6. #6
    Administrator jkennedy is on a distinguished road
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    Re: What to do in this chargeback situation I'm in...

    Quote Originally Posted by BizMan View Post
    ***LATEST NEWS***


    Just managed to get into the hackers email address and discover that not only have they screwed us, but several other companies as well the same way.

    Can any of this be used as evidence in the chargeback?
    It couldn't hurt. I would submit it as evidence.

  7. #7
    Member luc151 is on a distinguished road
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    Re: What to do in this chargeback situation I'm in...

    I would save everything, as much as you can. The more information you have, the more solid a case you have to present.

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