When a customer challenges a payment.
WHAT A CHARGEBACK IS
The customer asks their bank to reverse the payment.
The funds are taken back, frequently with a fee.
WHY THEY HAPPEN
The customer did not receive the goods The goods were not as described They did not recognise the charge Fraud
THAT THIRD ONE
Your business name on the statement should be recognisable.
An unfamiliar name produces disputes from legitimate customers.
Check what appears.
WHAT TO DO WHEN ONE ARRIVES
Respond within the deadline
Provide evidence: order record, delivery confirmation, communication
Keep it factual
WHAT EVIDENCE TO KEEP
Order records Proof of delivery Any communication with the customer
WHAT REDUCES CHARGEBACKS
Being contactable Accurate descriptions Realistic delivery timescales Prompt refunds when warranted
THAT LAST POINT
Most chargebacks follow a customer who could not reach you or was refused a refund.
Resolving directly is cheaper.
