How Do We Win "False" Customer Disputes?

  • 29 July 2022
  • 5 replies
  • 64 views

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I have customers who don’t contact us at all and they dispute a charge AFTER the product is in their possession. They don’t reply to our emails or calls offering to send a return label/refund and then the disputes get upheld and we are left without the product or the money.

Does anyone have advice on what to submit to win these “false” disputes?


5 replies

Userlevel 5
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a question @nfmike is there any trend or commonality in shopping behavior you’re seeing among where or how these specific type of customers are getting to your website? 

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Also, we had a slight issue like this at one point. It was noticeable, and repeated a trend,  as customers would place quite large orders for their first purchase and then dispute soon after receiving. 

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No real trend, just random people who don’t cancel until their product arrives and we offer to send a call tag and issue a refund but they simply don’t reply. They choose to file a claim, keep the product, and they end up winning the refund as well so it’s a win win for them. 

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Bummer there are no trends in behavior - I guess scammers are going to scam.

Maybe adding on a charge back insurance to your stack could be helpful. 

https://www.clear.sale/  (haven’t used them)

 

hopefully, this is somewhat helpful. 

 

@Erica.Berthold do you all deal with this at all?

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@nfmike I’m sorry to hear this! Thank you @russell for providing some insight on this.

I spoke with our payments team, and they suggested you get in touch with Stripe/Braintree/AuthNet instead and talk to them about what you’re seeing and how best to respond or prevent the situations. The payment gateways will know better what their anti-fraud solutions can do, and should also have a better insight into the dispute process.
 

Thank you!

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