Is there any way to get money back

kevgilcrest · 09-13-2007

A couple of months ago we had a customer call and order some product. The total was $5300.00. We always have large orders because of the nature of our business.

The mastercard ran over the phone matched 100%. Name, Card #, CVS, Address, Zip. We only ship to the addresses that are on the cards. If the information given to us by the customer does not match then we wont ship product.

Since all of the information matched 100% we shipped the products to the matching address.

A couple of months later the money was chargedbacked. We found out that it was identity theft and the theif had called the back before placing the order and changed the address of the card.

Is this our fault or is the issuing banks fault that changed the address?

Should they be able to charge us back or should the bank who changed the address get a chargeback?

Is there any way to fight this?

Jerlene · 09-18-2007

It doesn't sound like it's your fault. How do you verify everything, just by comparing? The customer matched everything perfectly so it shouldn't be your fault. This is common though.

kevgilcrest · 09-18-2007

We have our credit card machine setup so it wont process the card unless the name, address, zip, card number, experation, and cvs numbers match. Everything that the machine asks for we supply 100% or we wont ship the product. We only ship to the verified address. We are told that it was an application fraud that Capitol One accepted. If it was an identity fraud application that they accepted why should we have to pay. They should have to pay for accepting the application not us. Anyone have ideas how to fight something like this and is it winnable?

serge111 · 02-24-2008

we had exactly same thing, capital one seems to have very crappy fraud measures, we had a guy try to buy a laptop computer from us then next day capital one fraud calls us to say it was identity theft thankfully we didn't ship the laptop...me personally, i would have verified much more than you did on a $5300 purchase including, id, utility bill etc etc i would probably only ship an order this size to a business...

here's description of our case:
ReportChargeback.com - database of chargebacks, identity theft and other credit card fraud and other types of buyer fraud.

what kind of product was it? i find the most high risk is computer products especially laptops i am considering stopping all sales of those products altogether

perhaps you can report this guy on our website:
ReportChargeback.com - database of chargebacks, identity theft and other credit card fraud and other types of buyer fraud.

DayDreamer · 02-24-2008

make a complain in your local police station about fraud.
but i am skeptical on how they will handle it.

nuaiman · 07-15-2008

I ever have some experience but not loss very huge amount like you. What you need to do is try to collect all the info and data as a prove. Try to make a report with all the attachment. Honestly what can I say, possibility to get back your money is very thin but at least you give a try.

manivbala · 07-24-2008

I think you are right, there is no way it comes 2nd chargeback. So that you don't worry about the chargeback. Just send back the details which you have regarding that transaction. The Bank & the Card holder is the responsible for this transaction.

willyoumind · 08-21-2008

I suggested you to bring this matter to the local court and let the judge and lawyers to handle this case...

This is an incident that you didn't even expected at all, but hope you can overcome it very soon,

chandramouli9779 · 08-28-2008

I would suggest ask your Bank, where you have your account to provide details on the AVS(Address Verification Service) match for that particular transacion, this might help you to proceed with your claim strongly. Though this reply is late in terms of Master card timelines, you may give it a try.....