Chargeback issue,need urgent help

stream

Hi

I have a online shop,a client use Credit card to payonline then ship,
but after he received the goods,just simply chargeback the payment before notify us anything,
and now he has our product on hand and didn't return to use but chargeback the pay.

I sent many Emails to him for the issue,ask what is the problem ,he simply don't reply.

Is there anything I can do to debate on the chargeback?
If customer has problem with the product we sent,we are willing to help,but he just don;t inform us anything....

What should I do?
Badly need help!
Thank you!

methusala_2

Hi Stream,

pick it up with the credit card company. One reason I can think of for this situation is if the purchase was made fraudulently and the genuine card holder was able to convince his credit card issuer of this.
Did you ship to the card holders billing address?? Did you check the billing address against the card holders name ?? Sending a registered mail to the cardholders name at the address you shipped to might at least get you information whether the card holder actualy lives there.

jenhug

my understanding is the card company will ask you to provide information before they take the charge back?

the streamline website has information on this.
see here
http://www.streamline.com/support/kb/moi/moi4504.html

ICan'tStandIt

If the customer has received the goods then the shipping company you used should be able to confirm when and where they were received and who signed for them.

Your POS system should be linked to things like "Visa Secure" and they check things like the billing address and the shipping address and should have picked up if these were different.

If they were different then this should refer the charge rather than approve it so the credit card company can check with their customer that they have authorised the charge.

Essentially you need to prove that sufficient checks were done to make sure that the customer was using their card and that it was not being used fraudulently.

Your bank should be helping you with all this and it's rather a concern that you seek help from a forum, rather than contact your bank.