Thread: Chargeback question

Hello,

We are an online merchant selling digital goods ( ukash vouchers - like greendot moneypak )
A customer ordered from us on 5th april but on 19th april he made a chargeback stating that : " The client claims that he/she did not receive the product/service that was advertised. "
The ukash vouchers were provided , we have certified email ( proof of delivery for digital goods ) which shows that it opened it ( also hour and ip )and also credit card authorization form with the exact email where they want it delivered.

He bought these vouchers from us and then used them at a merchant site that accepts ukash but that merchant didn't give them the products that they paid for using ukash.
Now they chargedback against us even though we clearly stated on our site that we only sell ukash and this was mentioned in the authorization form the customer signed.

We just answered to the chargeback with the information that we have mentioned above but we were told that the answer could come in 30-60 days.
Any experienced merchant could tell us how this would end ?
AND most important how we can prevent this in the future ? We are not responsible for what the customers do with ukash , we just give them the ukash.
We don't want to post our site in here , hope that is not a problem.

Proof of delivery has virtually no bearing on chargebacks especially when it comes to not as described.

The end result is you will have to pay for the chargeback amount and have lost the value of the cards.

Can't prevent them. If you are selling virtually it's a risk you take.

Hello,

Thank you for your answer , but we actually received this reason : " The client claims that he/she did not receive the product/service that was advertised. "
We have a credit card authorization form in which it is stated that we deliver ukash vouchers and that is what we delivered to her , shouldn't the form in which she stated she wants ukash vouchers and the form that confirms she received them be enough ?
What additional information should be provided in the future ?
Also how we can report friendly fraud ? This is a clear case of friendly fraud and we don't want the one that made it be unpunished for this.

Good post!