NEVER using on-demand delivery again

[kitchentreasure]

My company runs a retail store with an online e-commerce website.

Thought the on-delivery with DoorDash was a great addition to our choices of fulfilment but within just a month, we received several credit card disputes claiming the cardholder had no knowledge of this charge.

Has already went in the cardholders favour for a few of them now. Expect the remaining to be the same. 

Now all the products delivered we can't get back anymore.

These companies should have better checks in place for fraud.

NEVER USING ON-DEMAND DELIVERY AGAIN!!!!

[JTPets · Accepted solution]

Charge backs are difficult to deal with, I have suffered a few myself and I try to deliver my own where possible. A few things you can do to mitigate your risk is have security cameras in place to show you sent the order with the driver in question. Which I would assume would give you proof you sent the product with the driver. Additonally take pictures of the orders before they are packed so you have evidence that it was picked and packed.

While these thiggs do not guarantee victory they do help reduce the lack of evidence of delivery being the reason it was ruled against you.

Additionally there will always be fraud, we need to limit the amount of opportunites for it to happen and look at our processes for gaps. 

Goodluck!

[JTPets · Accepted solution]

Charge backs are difficult to deal with, I have suffered a few myself and I try to deliver my own where possible. A few things you can do to mitigate your risk is have security cameras in place to show you sent the order with the driver in question. Which I would assume would give you proof you sent the product with the driver. Additonally take pictures of the orders before they are packed so you have evidence that it was picked and packed.

While these thiggs do not guarantee victory they do help reduce the lack of evidence of delivery being the reason it was ruled against you.

Additionally there will always be fraud, we need to limit the amount of opportunites for it to happen and look at our processes for gaps. 

Goodluck!

[Breffni]

Sorry to hear that you are going through this @kitchentreasure, it sounds incredibly frustrating and disheartening. 

@JTPets has some great tips below that hopefully you may be able to implement. 

Another recommendation here would be to take a look into our Risk Manager tool if you haven't done so already. 

Risk Manager is a tool that helps you spot and manage potential fraud from the online payments you process with Square. Watch a tutorial to learn more.

You can create rules in Square Dashboard to trigger your own fraud alerts, authenticate electronic card transactions with 3D Secure or to automatically decline suspicious payments. When you set up risk alerts, you can view additional details about suspicious payments, as well as options to issue a refund, block the payment card or dismiss the alert.

You also have the option to block emails, payment cards and IP addresses in Risk Manager. Keep in mind: blocking emails and IP addresses allow you to cast a wider net if you’re noticing a pattern of fraud across multiple cards. Learn more about blocking in our Support Centre.

Risk Manager is currently available for free for all Square sellers processing online payments via:

• Square eGift Card payments
• Third-party API integrations
• Online transactions on your Square Online website
• Square Online Checkout

 Although this tool is designed to help prevent payment disputes, the risk of a payment dispute is present with all card payments.

If you have any questions about the disputes process itself, please let us know. 

[JTPets]

Can someone help me understand why risk manager is not on by default?

I added a second location with it on at one location and it defaulted off for the new location. 

This seems like a real simple way to notify sellers from day 1. Honestly would prvent fraud. Especially for new sellers who are just learning square systems

Even if it was just notify rules!

[kitchentreasure · Accepted solution]

We've have been using Square payment processing since 2015. We are a long time user and have processed a ton of payments in-person as well as through shipping order. We never had any disputes prior to this before. All these disputes simultaneously just came solely from on-demand delivery with DoorDash all within a month which is why is seem so ridiculous.

Thank you for the advice but we won't be taking the risk of this fulfillment option ever again.