I'm currently involved in a chargeback with one of my customers; she states that she never ordered this product.
I received an AVS match for both the address and zip code, which is good, but after talking to merchant services they said this won't reverse the chargeback. They said I would need to have proof of signature for the delivery, and that just a tracking number wouldn't be enough.
That being said I've accepted that this chargeback won't get reversed. However, I do still want to get my product back from this customer. Since I shipped the order to the same address that matched the AVS response I received; she is currently in receipt of stolen goods.
This is so frustrating because her daughter placed the order since this is the name that we have on our website. And I guess the cardholder, her mother, wrote in the merchant letter response that her daughter never goes in her wallet and that she has a ******* syndrome. First off, who replies to a merchant letter response talking about her daughter's syndrome. I did a search on this syndrome and based on my research it has no effect on her daughter not being capable of submitting an order online.
Also, the phone number and email address that we have on the website matches with what she wrote in the merchant letter response to us.
My question to you guys is what is my next step? Can I get the police involved and file a police report?
It's to the point where I don't even care about the money; I'm just frustrated and don't like being taken advantage of...especially if all signs point to that someone in her household ordered this product without her knowing.