who did suffer charge back ?

[davismicro_tina]

have you ever suffered charge back?
how guys feeling??
what we could do for that?

[crankydave]

Depends upon why you received the chargeback.

Dave

[wdillsmith]

I've suffered through many over the years, some legit, some not. Try not to take it personally and ask your merchant provider for tips on preventing them in the future.

[davismicro_tina]

is it possible to complain "PAYPAL"?

[cw1865]

I've never dealt with a paypal chargeback before, but basically if you shipped to an unconfirmed address and that doesn't match the billing address of the credit card used to fund the paypal transaction; well then you don't have much of a hook to hang your hat on.

I've unfortunately had the pleasure of dealing with many chargebacks, the vast majority of which are simply, the cardholder does not recognize the transaction. These are simple enough to deal with.

From my experience, US based merchants need to watch for the following:

1. Any order originating from the 'Third World' - one twist on this are Malaysian orders shipping to 'Singapore' where the Malaysian fraudster knows that the Singapore Post Office will realize the package should go to Malaysia.
2. Any domestic order where the shipping address is different from the billing address; or any order where you do not get an AVS match (you should be asking yourself, why?)
3. Any order where the phone number provided (ie. the area code) does not match the billing address. In this day and age it is not completely dispositive (people keep their cell phone numbers now), but you might wonder why an order with a phone number beginning with 202 (Washington DC) has a billing address in Texas
4. Look for ship to addresses that are freight fowarding destinations. The clever fraudsters realize that large volume, next day air orders to the third world rarely get shipped. They have dropped their order amounts to smaller amounts using US billing addresses and US ship to addresses, but those ship to addresses are freight forwarders. Many times if you google the ship to address, you will find that it is indeed a freight forwarder. It is unlikely the fraudster will tell you in the order the name of the business, ie. Chip's International Mail Center would be a dead giveaway.
5. APO, AE / APO, AP - always a difficult one, my system simply does not APO,AE or AP as a 'state' and as such I cannot get an AVS match. Unfortunately quite a few soldiers are are simply not getting packages. As many of you are aware, the APO, AE / APO, AP must be sent using US Postal and for whatever reason the tracking options on these packages don't seem to work or give really whacked out results. In any event, it either speaks to the absolute incompetence of whoever is carrying these packages or there are some soldiers who have figured out that they can get away with disputing the charge.
6. Orders where the e-mail provided is yahoo/gmail/hotmail are not suspicious in and of themselves, its simply another factor that you look at when you're trying to detect fraud.
7. Short time 'repeat' customers should also be scrutinized; particularly if you're not in a 'repeat customer' industry. If a fraudster puts through an initial order and it somehow gets by you, he or she might think to try to slip another one by you (probably with a different number/name). One time I got scammed for one order, but at least caught the second order. The other time, I had yet to even ship the first order so I got to save both. In both cases, the ship to address was the same, but the name of the recipient was different.

These are good ways to stop chargebacks resulting from fraud. You can also get chargebacks from legitimate customers who are simply unhappy with you for some reason. Best practice is to inform the customer prior to purchase of the terms and conditions that apply. 'Best practice' is not going to prevent disputes. The only chargebacks that I pursue are the ones for personalized merchandise since even I have to draw the line somewhere.

At the end of the day chargebacks are stacked against the merchant.

[amxfan]

On these lines for people here in the states that do not know this.

Visa does not count emails or UPS tracking as a confirmation that the person received the package UNLESS it is signed for.

I do not know about everyone else here but most of the time my UPS driver just drops and runs.

We lost one charge back dispute due to this "the only one we ever lost".

We had emails from the customer stating they received the item.
We had the UPS tracking showing it was delivered.

The person disputed with their bank that they did not receive it.

Visa stated:
Emails can be changed.
UPS tracking does not mean the person actually received the item.

So it cost us $25 for the charge back + we gave them a free item. "We did get the insurance for it".

We now send everything signature required.
Just a heads up on this.
We have added also in our FAQ that if a dispute is filed and we win the dispute, we have rights to charge their card any fee incurred by them filing the dispute. We have done this with no issues as it is written on our page (part of our policy).

[cw1865]

Originally Posted by amxfan

We now send everything signature required.
Just a heads up on this.

This is definitely a best practice.

Originally Posted by amxfan

We have added also in our FAQ that if a dispute is filed and we win the dispute, we have rights to charge their card any fee incurred by them filing the dispute. We have done this with no issues as it is written on our page (part of our policy).

Nice one, I am going to do that too (can't hurt)!

Just to expound on what you are saying, you are absolutely correct, the credit card company will not accept electronic tracking on the premise that the item could have been stolen in the interim before the customer arrived at home (which 99.9% of the time is bs, but believe it or not it does happen); however, if the customer simply 'does not recognize the charge', you can provide the 'unsigned' tracking. Of course this does not work if the customer is disputing that delivery actually occured.

But nice comment amxfan, little postive rep point for you!

I checked out your website, how many times does husband buy for secretary; wife sees credit card bill; husband 'disputes' bill (I know chargebacks stink, but we have to keep a positive outlook!)

[crankydave]

Originally Posted by cw1865

I checked out your website, how many times does husband buy for secretary; wife sees credit card bill; husband 'disputes' bill (I know chargebacks stink, but we have to keep a positive outlook!)

More often than one might think.

Just got a phone call last week from "Mrs. Customer" in regards to a charge that showed up on her account. I was on another line at the time so she left a message with a phone number. I'm really glad she decided to call and not simply dispute.

I looked up the transaction and the purchase was made by "Mr. Customer" and a different phone number was used than the one she left. So I called "Mr." and explained I had received a call from "Mrs" about his purchase, and not knowing whether or not it was a "gift" I was calling him. "Mr." told be he'd take care of it right away.

The following day, I get another call from "Mrs" who is now very angry because I had not called her back. This time I tell her "Mr" made the purchase and I had spoke to him about her call the day before. She say "He's right here talk to him". Well, I didn't have to say a whole lot when he said "I'll take care of it right now... click..."

Dave

[chrisbarney]

How much is everyone paying per chargeback?

[amxfan]

PayPal = 0 win or lose
MasterCard and Visa = 25 win or lose
Discover = 0 if you win not sure right off if you lose
American Express = do not accept due to no demand

But as previously stated if a charge is incurred and we win, we charge their card that amount so they do not cost us anything. If we win.

cw1865
thank you for the rep.

[chrisbarney]

We pay 25 also for mastercard visa and discover, amex don't charge anything, we are currently switching over to a new merchant that charges only 10.