How to WIN a chargeback?

It can be difficult to win a chargeback dispute. David explores different ways to shift the odds into your favour.
For more videos visit:
www.youtube.co...
Source: www.merchant-a...
#ecommerce #business #chargebacks #onlineStore #ebusiness #chargeback #payments #sellingOnline #onlineSales

[@ElijahsTarot]

I had a customer who really did buy something and admitted it and then refunded their money back and claimed it as fraud and PayPal paid them back their money so it’s still possible for them to still make a claim after the fact that they made a purchase and then they could claim that they got their credit cards stolen and they will get their money back and you’ll be left with all the charges

[@MerchantaccountsCanada]

One thing that is worth noting is that Paypal has an unusual dispute process. With Paypal (which I'm not an expert in, this is from my personal experience years ago) - people can contact Paypal to open a Paypal dispute. This is different than a chargeback. The reason that cardholders sometimes don't do chargebacks when using Paypal is because then Paypal might close their paypal account. (Since Paypal is actually the merchant of record - it's Paypal's merchant account, not your own). That's why some merchants don't like Paypal - the dispute resolution process is handled outside of the card networks. At least in some cases. Again, I want to add a bit of a disclaimer here that we're not experts in Paypal. That said, I hope this response gives you a little insight into why that may have happened.

[@snowyowl9132]

I'm a consumer and want to win the chargeback process. The bank has refused to credit my card for true fraud committed by the merchant. How can I approach this? Should I call the bank again or write a letter?

[@MerchantaccountsCanada]

This channel is more merchant side than cardholder side in terms of the content. However, as a cardholder you would normally be protected from fraud (unless you did something that compromised your security, perhaps like sharing your card number and pin code). If you feel it's unfair you definitely should reach out to your card issuer, as they are the party that has control over what is happening in that situation.

[@rogelioramos279]

Need help: I booked a flight online and in less than 12 hours I called my bank to check they said the transaction got declined and an email was sent to me by the merchant requesting for verification of the payment which I did not do. After 2 weeks I booked a flight again keeping in mind what my bank told me so I filed a dispute with bank but now the merchant sent me an email saying that the chargeback is not accepted.

[@leepalmer5295]

I got a chargeback. It was a employee using a company card. Have signed Reciepts and pictures of him. What are my chances getting my money back.

[@MerchantaccountsCanada]

You didn't state what the chargeback was for. It could be for fraud (I didn't buy this), or item not as described (the glassware I bought arrived broken) or item not received (I never got what I paid for). Since I don't know the reason code I can't be too specific. Ultimately though, it sounds like you have some good evidence and can hopefully win the chargeback dispute process.

[@Happycat8385]

If i run estate auctions and had sold some real gold pueces that were stamped and acid tested before listing and the buyer filed with the not as described code or w.e im basically beat right? I dont know how i can prove they are even though i know for a fact they were

[@MerchantaccountsCanada]

This is a complicated question, because some of it would be about the chargeback process, some of it would require expertise in gold, and finally, the ability to tie those together with proof. A lot of credit card processors consider selling gold (or things otherwise exchangeable for cash) very high risk. Perhaps if you involved some sort of third party validation service before sending it out to the cardholder. I don't think this can be answered in the KZbin comments section, but if you reach out to us we can have a brainstorming session to see what you may change. This might be a situation where you concentrate on fixing the issue going forward. I'm sorry I can't easily answer that here... this is a tough one!

[@LifeskillsTips.-px8xc]

My customer use random credit cards (13) , he uses random home and shipping addresses to make his order, he also uses random email address, shopify marks this as fraudulent transaction I emailed my customer he doesn’t respond to me what can I do?

[@MerchantaccountsCanada]

This does sound like fraud. If you haven't shipped I wouldn't ship those orders. We have other content about how to spot and stop fraud. This is a case where ideally you could have done a video call or some other validation with the cardholder before shipping. Random shipping addresses also doesn't sound like they're actually trying to steal items, this sounds more like card testing to find valid cards and then use them somewhere else (but I could be wrong). Many merchants initially take on losses in a situation like this, but they learn from it and try to spot fraud or suspect orders more proactively going forward. Please check out some of our other content such as on how to spot and stop fraud, or perhaps on using 3DSecure which is an extra layer of security during the checkout process.

[@taytay8732]

Does a merchant have to refund through the CC or original payment method? Merchant said he wanted to refund me through venmo and stopped responding so i opened up a 13.3 dispute with my credit card

[@MerchantaccountsCanada]

It's not recommended for a merchant to issue a refund outside of the original method of payment (the same card that was used). That's because, in theory, a cardholder could get the refund and then still do a chargeback on the credit card afterward. In the case that you're describing it sounds like you did the most sensible thing possible, which was to do the chargeback. From the cardholders perspective it's unusual to ask for a refund through another channel, and I think the right thing to do is request the refund go back to the credit card that you used when purchasing.

[@rickymalpa]

So I had an air-conditioning unit install in my home. I paid the full amount labor and parts before they completed the work When they completed the work, the air handler did not fit in the closet because they measure wear in accurate . I want to do a chargeback because they don’t want to solve the problem

[@MerchantaccountsCanada]

This would probably be a service not provided, or service not as described type of chargeback. Your card issuing bank will likely be able to help with this.

[@tupapimarshall4767]

What about towing company

[@MerchantaccountsCanada]

I would need to know the nature of the dispute. "We didn't purchase this service from this company" requires a different dispute response to "The service we received was not as promised". I could see towing companies having more disputes than other businesses for fairly obviously reasons. I don't have enough info here to give you a very helpful answer, but if you'd like you can call us and we can see if we can help with lowering your disputes. www.merchant-accounts.ca/merchant-accounts-contact.htm.

[@jowhr99]

so if i showed them that it was will delivered by Aramex for example I'll win the dispute?

[@MerchantaccountsCanada]

Proof of delivery isn't always enough to win. For example, if it's just a Fedex electronic signature (that usually isn't legible) that's not too helpful. On the flipside, if the delivery person took a timestamped photo of the package, and the house, showing the address, that's a lot better. I find that with chargebacks it's usually shades of grey rather than a clear cut win-or-lose. The better evidence you have the more likely you'll win. Having proof of delivery, and the clearer it is the better, will always help. Sorry that I can't give you a definitive yes or no. Chargebacks just don't seem to work that way.

[@jowhr99]

@MerchantaccountsCanada Thanks a lot for your time

[@vlaeidzyt4777]

I'm a merchant and i got issued a dispute by my buyer, my money is now negative but i still can provide evidence that the buyer recieved the item. It was a digital product and i have proof of our conversation is that enough to win the dispute?

[@그림자Blaze]

Opposite of mine.. Im the one who bought an online item and got scammed and never ever received the item that I bought 😂 Had been blocked, never ever reach out to me after I paid for the item 😅 What should I do?😂

[@MerchantaccountsCanada]

Per the video winning disputes can be a big uphill battle. It's the card issuer that makes the decision. The best thing to do is pay attention to the dispute reason code (what is the customer saying - "It's not as described" OR "I never got what I paid for". Make sure that when you provide your dispute evidence you're fighting the right battle. If you can provide proof that they've enjoyed the service that is strongly beneficial to your favor - so long as you lay your dispute response out very cleanly. That said, it's the cardholders card issuing bank that will render a decision, so make sure you provide a CLEAR case (not long - clear) with the best information that you can.

[@geekslabllc]

Thanks, this was helpful!

[@MerchantaccountsCanada]

Glad to hear!

[@TheArielle_]

Do you help with merchants account?

[@MerchantaccountsCanada]

Yes we provide merchant accounts to Canadian, US, UK and European based businesses. You can find out more at www.merchant-accounts.ca.

[@lancethrust9488]

GOT A CHARGE BACK ON EBAY FOR A MERE £2.99 STILL PENDING

[@mystZER0]

the moment you said card holder, i realize you're making a video for the guy i'm planning to charge back from. i accidently ordered some stuff from a drop shipping website yesterday and went to cancel the order for a refund but the website doesn't have the that as an option. it also ran through shopify and only allows tracking order via the shopify app, but the shopify app disable to scan shopify QR codes to track orders so i just have no way to track the order. so i sent an email to their customer support to cancel the order, asking for a refund and now considering to do a chargeback. the order is still within 24hrs of this comment and i would prefer the storefront just canceling the temu order they're middle manning and give me back my money so i can buy a better gift for my GF. the website does say they have a refund policy as long the items are returned within 30 days while being unused in it's original packaging, so the refund will be happening one way or the other. just waiting to see what they will do on their end.

[@MerchantaccountsCanada]

It's good that you found the merchants terms and conditions. As a cardholder, these T&C will (to a large degree) determine the outcome of any dispute. If you haven't already, you should print them out for your records so that you have them. Technically speaking, merchants should also have a phone number on their website for service issues. If you're dealing with a drop shipper that doesn't seem to have a lot of easy-to-reach contact info, they might not be a super customer-support focused type of company. Ultimately, I hope it works out for you!

[@ggfla6735]

You look like Dr Steven Greer (ufo guy) with hair.

[@MerchantaccountsCanada]

Being an expert on UFOs might be a lot more cool than being an expert on chargebacks... but we all have our niche!

[@lancethrust9488]

THE BANKS SHOULDNT BE ENTERTAINING THIS AT ALL UNLESS ITS A STOLEN CARD

[@jamesm.3967]

Shut up.

[@JackD6739]

People selling snake oil. It’s a great protection against scammers.

[@lancethrust9488]

@@JackD6739 NO WAY ITS GETTING ABUSED BY SCAMMER BUYERS , IT SHOULD BE LEFT TO THE MERCHANT , SHOULDNT BE ALLOWED TO CONTACT BANK AND SAY I DONT LIKE THE PANTS AFTER 3 MONTHS AND GET FREE MONEY WHICH THIS LEFTIST LUNATIC POLICY IS ENCOURAGING AND THE BANKS SHOULD ONLY DO THIS IF CREDIT CARDS ARE STOLEN

[@Toxic_Muk]

What if I return a item and they refuse to refund un opened item tho they have a 90 day return and 100 percent satisfaction guarantee?