posted on May 22, 2001 01:12:07 PM new
I have a merchant account, and accept Visa/Mastercard online. I just got my very first information retrieval request.
A customer is claiming non receipt of goods.
After the initial panic attack, I found the original invoice, transaction receipt, UPS printout showing the Address and tracking #, and the UPS page showing it was delivered.
I hope I am safe here. Anyone here with a merchant account lose a chargeback attempt under these circumstances?
It sounds like you are in great shape! I have had a chargeback, my own stupid fault. With the information you have it would be VERY surprising if the chargeback held.
Relax and stop biting your nails (especially with a ID of Kidsfeet! What a gross image!)
posted on May 22, 2001 08:12:49 PM new
It is just so nerve wracking!!
Thanks for the boost, I needed it.
Re: Kidsfeet. I used to paint baby/toddler shoes and matching socks, and my business was called Kidsfeet Shoes. It got so that I could not paint as much as I wanted, so now I just do them for gifts.
posted on May 23, 2001 11:15:21 AM new
If the item was definitely delivered to the correct address, you are 50% safe. The next argument is that someone at that address used the card without the owner's permission. This depends on who that someone is. If it is a boyfriend/girlfriend, you will probably lose. If it is a family member, you can win if you argue well.
I had someone charge back a laser printer claiming his son ordered it without permission. His bank wanted to uphold the charge back. I called them and told them I had one of their cards and I also had a son. They chose to deny the charge back.
Don't forget that UPS can and does deliver packages when no one is home or to a neighbors house....and the driver is the one who scans the completed delivery...
I've rarely signed for a UPS package other than a few NDA items and my driver routinely leaves them back at the shop whether I'm there or not...
It's possible someone may be scamming you or it may be a legitimate report of non-delivery.....with possible theft as well.
Sharing your information with the customer (I always send a tracking number as soon as it is available) and working with them will show your good faith...
IMO, as a customer, a chargeback should be a last resort...don't think you're there yet...
posted on May 23, 2001 04:37:52 PM new
This was a direct sale through my site, not through Ebay, so I never checked to see if they have feedback.
I am hoping it is a misunderstanding. Luckily, it is only around a 57.00 transaction.
It was definately sent to the correct address, as far as the CC billing address, and hopefully it was not a daughter using the card without permission.
I wish they had contacted me before challenging the claim with their CC company.
I would think that the chargeback reason would be different than "non-receipt of goods" if it was a "non-authorized" transaction. SO, either they are telling the truth, and UPS delivered to another house, or they are scamming me.
