Hey all, I’m wondering if any of you have had to deal with this, and how best to handle these situations.
Here’s the situation: customer buys product with credit card (for about $400). When the credit card bill comes in they don’t recognize the charge, or the person viewing the bill is not the same person who made the purchase, or there has been unrelated fraud on the card at around the same time. The net result is they issue a chargeback with their credit card company even though they are happy customers. Now you get in touch with the customer and they tell you sorry a thousand times and they want to resolve it.
How best to proceed?
Braintree gave me the option of disputing the chargeback. Since I had an email from the actual customer saying the chargeback was a mistake I disputed it and included the email as evidence. How could I lose? Well I don’t know how, but I did lose!
I had two such accidental chargebacks this Spring. Now that I lost one (second one is pending) I am thinking disputing may not have been the best move. Next time that happens I’ll just let the chargeback slide and ask the customer to re-pay.
Has anybody out there experienced something like this? Did you dispute? Did you win?