What to do when you lose a chargeback?

[@PraveenSrJ01]

Someone did a chargeback on an iPhone I sold on eBay for $225. Very frustrating since I believe the customer was trying to get a free iPhone

[@MerchantaccountsCanada]

This happens frequently. The best thing you can do is validate the order with some sort of extra screening. For example, doing a video call with your customer and having them hold an ID up to the camera. It's always a balance between protecting yourself (and the cardholder) - while not overly frustrating your customers.

[@frankw9836]

I bought a so called "cuddle clone" and paid £186 + £ 50 Duty from the US ( i am in the UK) in July 22 when i received my Item i was so disappointed the "toy " I received was nothing like my dog at all . I contacted the Company provided pictures of the toy i received and they agreed that " in this case they got it wrong" and they want to re do it again . Because i was so disappointed and lost trust i decided against a remake and ask my money back. Cuddle clone told me they don't do refund !? So i contacted my Credit card and requested a recharge which i received on July 5th . The toy i donated to a charity shop ! I thought it was done and lost £50 Duty i paid. Today 23.09 ( 8 weeks after i got my refund) i received a letter from my credit card telling me that the Company challenged my chargeback and now have to pay again ? I thought the company only have 45 days to challenge ???

[@mosuldresses291]

😂

[@cliffordjordan9577]

I’ve been losing all of mine lately. It’s absolute bullshit.

[@MerchantaccountsCanada]

In cases where you are getting chargebacks and losing them, you can look at amending either the way you deliver the goods (perhaps getting some sort of stronger proof of services rendered), or, better yet, stronger anti-fraud. Chargebacks are a problem where an ounce of prevention is better than a pound of cure. While saying this, it's clearly understood how frustrating it is to lose chargebacks, especially when it's unfair. Working in the confines of the options on the table, what I often suggest is doing a google meet on video or other ways to spot suspicious orders before they happen. We have a video about this on the channel if you want to check it out (how to use video to spot and stop fraud). Without knowing more details about your chargebacks, and the dispute reason (fraud, services not as described, etc) it's not possible to comment more. But we're wishing you the best for your business.

[@mjdorads]

May I ask if the chargeback has been won by the merchant (not in favor of the cardholder)? Can the cardholder file a pre-arbitration even if all the evidence presented by the merchant is valid? Can the customer do this simply because they want to file a pre-arb, for example, filing even if they did not provide new evidence to discredit the merchant's evidence?

[@MerchantaccountsCanada]

This is a good question. If we're being technical it's not the cardholder that will decide this, it is the card issuer. However, if the card issuer sides with the merchant, then, perhaps, the cardholder could try to change the reason code. In such a case it's not new evidence, but rather, a re-framing of the dispute. The truth is, I actually don't know the answer to this question. I might do some research and a video on this. Thanks for the suggestion!

[@jadens9569]

As a merchant, you’re fighting a losing battle from the start. Arbitration is just false hope and should be scrapped. It's not fit for purpose.

[@MerchantaccountsCanada]

I also saw your comment on our other video. In these situations one of the best things to do is review your game plan to see if there is anything (with the benefit of hindsight) that could have been changed. Usually in terms of order screening or some type of validation. Two comments though: since you're obviously frustrated I don't mean to imply that you could have done more. It's possible you did everything humanly possible. Also, since I don't know what happened (non-delivery, fraud, item not as described, etc), there isn't enough detail. Don't give up hope though. What I tell merchants is to brainstorm with us what they can do to make the anti-fraud, fulfillment, terms and delivery as tight as possible so in the event of a dispute you are in as good position as possible. If you happen to be based in Canada, US or Europe and want to look at working with us please feel free to reach out to us on our website. I'm not certain if the outcome would be any different, but happy to try to help if we can.

[@PraveenSrJ01]

Just suscribed to your channel…thank you so much 😊

[@MerchantaccountsCanada]

Thanks for subbing! If you have any suggestions on topics send them our way.

[@Sam-fq4hj]

How about failed chargebacks for customers

[@MerchantaccountsCanada]

That's an interesting question. I believe you are asking from the cardholders perspective, if you didn't get what you were promised but then the merchant somehow got to keep the money. That is not supposed to happen, and I'm not used to arguing it in that direction. I would suggest that you contact your bank, but you already will have done that if you've done the chargeback. Ultimately though, it comes down to proof. Whatever your chargeback is about (non-delivery, item not as described, etc) - you have to be very clear about why you are requesting the chargeback and make sure that your proof backs it up.

[@Sam-fq4hj]

@@MerchantaccountsCanada I’m a seller too but customers get scammed too, you sound biased to the seller. I fell for a scam merchant that sold stolen software and violated federal law by reselling something licensed under the GPL Public license and the software didn’t even work and they kept charging my card weekly and my bank did absolutely nothing and ruined my credit for 10 years

[@Sam-fq4hj]

I provided documentation of the federal laws violated and the scam merchant sent a mountain of legal papers to the bank and the bank didn’t even read it. And they just sided with the scammers whose email in their own website was even fake and they were completely unreachable. Fake email, fake website, stolen publicity licensed open source freeware that didn’t even work as advertised. They caused millions of dollars of damage to my reputation because I refused to cooperate with a scam so my credit card charged off and ruined all my credit opportunities for over 10 years

[@globalmessenger7535]

what is the # for the arbitration?

[@MerchantaccountsCanada]

Do you mean a phone number, or the cost? The price of arbitration is currently (I believe) $500. To initiate an arbitration you don't contact Visa or Mastercard. What you do is let your credit card processor know you'd like to pursue arbitration. You need to initiate it through them. I hope that's helpful.

[@globalmessenger7535]

@@MerchantaccountsCanada this transaction was done through paypal. not my normal processor. i filed a police report since it was over 10k. police even called customer which they were promptly hung up on.