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Chargebacks & Disputes: The Resolution Process

Every once in a while something goes wrong with an order. This is a normal, expected part of doing business, often the result of a misunderstanding or human error. When this happens, buyers may take action by opening a dispute or filing a claim.

What are chargebacks?

A chargeback is what happens when a customer who has made a purchase from you files a complaint with their credit card company.

What is a customer dispute?

A customer may file a dispute regarding a puarchases validity or quality directly through their PayPal account.

Common reasons for chargebacks & disputes:

  • The Item Was Not Received. The customer says that they never received the item they paid for.
  • The Item Was Significantly Not As Described. The customer reports that the item received is not what was ordered. For example, they ordered a red sweater but received a blue sweater.
  • Unauthorized Transaction/Payment Reversal. The customer claims that an unauthorized person accessed their PayPal account or financial information and sent you a payment without their permission.

Resolving a Chargeback

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Resolving a Customer Dispute

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In most cases, the easiest way to settle a dispute is for buyers and sellers to work together to figure out what happened and to settle their differences. This can help prevent holds from being placed on your account and can go a long way in keeping your customers happy.

  • Presume good faith. Begin the conversation with an open mind and listen to what the buyer has to say before making any assumptions. Many problems result from miscommunication and simple human error.
  • Be constructive. Make it clear to your buyer that you want to find a resolution, and your customer will usually reciprocate. This early show of mutual respect should make the rest of the conversation more productive.
  • Stay focused on solutions. If your patience is wearing thin, resist the temptation to give your customer a piece of your mind – it will only make it harder for you to come to an agreement.
  • Think long term. Not every battle is worth fighting. If you give the buyer a break today, you may open the door to more business opportunities tomorrow.
  • Preempt disputes. The Resolution Center allows you to enter messages that all your buyers will see before they can open a dispute. For example, if you post a message that says, “All shipments out of Buffalo are currently delayed due to the blizzard,” you give your buyer an opportunity to understand the situation before filing a dispute.

Frequently Asked Questions

Will I have to fight the Chargeback myself?

As long as you have a good reason to dispute the chargeback, we can help you build a case to take to the credit card company. Our chargeback specialists can give you relevant transaction details and walk you through the steps, or you can access them directly in the Resolution Center.