I got my first Chargeback!!! What do I do...story of what I did...

Donnie-M — Wed, 02 Oct 2024 14:11:55 GMT

Hey all and community, Not really a question of the week but just a short commentary on something that comes up in the community and what I did when it happened.

I got my first chargeback the other day...how dare they...I sell food...no way you can't get it fixed or get it right. But sure enough a customer did the charge back.

1. I went straight to the transaction...ok a quesadilla...hmmm...customer didn't recognize charge ok.

2. I went and looked at the date, time, who was working, ....oh it was an online order.

3. I went and looked at the original order...looked at the ticket for comments...then found the customer.

4. Went to the customer directory, found the customer..ah ha...they had purchased 1 time before months earlier..I had a phone number..an e-mail...

5. I then searched the customer name in the directory and low and behold I found a sort of duplicate entry..similar name and same e-mail except missing a "112" at the end of the name for gmail.

6. Now I also found a customer with the same phone number who I know well, someone who has ordered from me for years...and sure enough...I finally had enough to go on to make an informed content.

7. It ends up it is a runner with a law firm and explains why the different e-mail addresses but the matching numbers.. YAY customer directory.

So where am I know, after sleuthing before I REACTED STRONGLY WITH JUSTICE!!! I was able to contact the law firm and just ask, hey do you have someone there with this name? and they set me up so I could chat with them and clarify things out. Now if I can just get the withdrawal of dispute letter...that would be great, but the important thing is, I did some work before getting emotional so I could make an informed response...

Sometimes the first step is to step back, then take action.

Re: I got my first Chargeback!!! What do I do...story of what I did...

maxpete — Wed, 02 Oct 2024 14:26:50 GMT

@Donnie-M sorry that you had this chargeback, but good on you to do some investigation work before just acting on emotion! I also love the tips you shared to how to do this customer lookup for others who may be dealing with something similar!

thread I got my first Chargeback!!! What do I do...story of what I did... in Community Corner

I got my first Chargeback!!! What do I do...story of what I did...

Re: I got my first Chargeback!!! What do I do...story of what I did...