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This is my first time dealing with a chargeback so please bare with me!

by Charlotte Ava
2 replies
I recently had a drop and a client who purchased two items from me (one of them being made to order) sent me an email 40 minutes after placing the order saying it was their child who placed it and asked me to cancel. In my FAQ i state two things: I can't refund you if u reach out to cancel after 30 minutes of placing an order, and made to order pieces are non refundable.

I'm trying to respect my boundaries and since I already had began working on her bespoke item, I respectfully let her know that i'm unable to offer a full refund but I'm more than willing to offer a 25% refund as an exception. She accepted and said she appreciates it. So that's what I did!

Today (one day after the email exchange) I get an email from Shopify about a chargeback for her order, she told her bank it was fraudulent. I was really surprised and reached out to her asking what happened, and she got SUPER rude and told me i was being unfair and that I was not a decent human being, that her kid was 6, and she lives paycheck to paycheck and "doesn't have money for this kind of bullsh*it"

I didn't respond because I don't want to engage with this type of behavior but i dont know what to do. I disputed the chargeback and provided email screenshots of our conversations. I ALSO live paycheck to paycheck and I'm just stuck, I don't want to be insensitive to her situation but I also need to be able to pay my rent.

What would you do in my situation? Should I reach out to shopify?
#bare #chargeback #dealing #time
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  • Profile picture of the author dave_hermansen
    Shopify will not help you. Chargebacks are a part of the cost of doing business and, unless the credit card company sides with you, you'll have to live with it.

    Hopefully, you didn't actually suffer a great loss and the only major loss was the loss of profit.

    Three further thoughts ...

    1) In the future, you might want to drag your feet a bit when making a custom product. It's very common to have to wait longer for custom items anyway. This gives a customer an extra bit of time to cancel (30 minutes is a ridiculously short period of time for a cancellation, incidentally).

    2) In this instance, you might be able to offer that custom item at a discount on your website, just to break even (obviously this doesn't work so well if the customization is something like a person's name).

    3) A FAQs section IS NOT where you should have your shipping and cancellation policies. It should be far more obvious - in this case prominently on the product page where customization is offered. It should certainly also be on the checkout page as well as in your store's policy pages. Nobody looks at FAQs unless they have a question (and even then, they seldom do)!
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  • Profile picture of the author Monetize
    Originally Posted by Charlotte Ava View Post

    I recently had a drop and a client who purchased two items from me (one of them being made to order) sent me an email 40 minutes after placing the order saying it was their child who placed it and asked me to cancel. In my FAQ i state two things: I can't refund you if u reach out to cancel after 30 minutes of placing an order, and made to order pieces are non refundable.

    I'm trying to respect my boundaries and since I already had began working on her bespoke item, I respectfully let her know that i'm unable to offer a full refund but I'm more than willing to offer a 25% refund as an exception. She accepted and said she appreciates it. So that's what I did!

    Today (one day after the email exchange) I get an email from Shopify about a chargeback for her order, she told her bank it was fraudulent. I was really surprised and reached out to her asking what happened, and she got SUPER rude and told me i was being unfair and that I was not a decent human being, that her kid was 6, and she lives paycheck to paycheck and "doesn't have money for this kind of bullsh*it"

    I didn't respond because I don't want to engage with this type of behavior but i dont know what to do. I disputed the chargeback and provided email screenshots of our conversations. I ALSO live paycheck to paycheck and I'm just stuck, I don't want to be insensitive to her situation but I also need to be able to pay my rent.

    What would you do in my situation? Should I reach out to shopify?

    You have not shipped anything (unless I'm missing something)
    and therefore you are not out of anything so there is nothing to
    dispute.

    The customer didn't want a refund, they cancelled an order,
    which in case you didn't know, that is their right. People cancel
    orders.

    They also have all sorts of lame excuses for why they placed
    the order like the baby did it, the cat jumped on the keyboard,
    they were sleepwalking, and other nonsense. I've been there,
    done that and heard all of it.

    I agree with the previous post, you can't tell people you don't
    refund after 30 minutes, unless you're delivering pizzas. If you
    don't think your conditions would be upheld in a court of law,
    don't make up those types of policies as they make you seem
    desperate and unprofessional.

    When the lady contacted you, you should have been more
    cooperative, and that way, you might have a future customer,
    but now you don't even have that. If you are going to deal
    with customers, you need to work on your customer service
    skills, that is a part of dealing with people.

    Living paycheck to paycheck doesn't dictate how you operate
    your business. You still have to be ethical, no matter what.

    If you are that cash strapped to where your rent is contingent
    upon an order, then you need to figure out how to get some
    actual money, as your Shopify business doesn't seem to be
    working for you.

    Read some of the millionaire-making info on this forum.

    If I were you, I would do like Queen Elizabeth, and

    BE STRONG AND CARRY ON.
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