Before you get into a crisis and want to stop selling, we tell you that thanks to platforms like Tiendanube you will be protected against any type of scam, since the payment gateways that you integrate into your store offer you tools to prevent all types of fraud.
There are currently four reasons why your customers request a bank chargeback on any e-commerce site:
Unauthorized purchase: This is the most common case of fraud and is when the customer claims that he did not make the purchase.
Item not received: The customer paid for the product but did not receive it due to problems with the seller.
Unrecognized payment: This occurs when the whatsapp data person does not recognize the purchase concept because the business did not specify it.
A different item was delivered than the one purchased: This occurs when the product you received is not the same as the one you ordered or has different characteristics.
How long does a customer have to file a chargeback?
According to an analysis by OpenPay , one of the most reliable payment gateways in Mexico, the average time a person requests a chargeback is 90 days after making the purchase.
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But be careful, banks can accept a chargeback process up to 180 days after the operation , so we recommend that you keep track of all your movements and keep a thorough control so that you have all the information at hand for any eventuality.
What should you do if you receive chargebacks?
As soon as the bank notifies you that a customer made a chargeback, you must present the information that proves that the person did make the purchase and/or received the product with the characteristics indicated in your e-commerce.
Our main recommendation is to contact the customer to clarify the situation , but if this is not successful, you should start collecting all the evidence that supports the sale, such as the shipment of the product, acknowledgment of receipt, delivery date, explanation of the purchase flow and request support from your payment gateway team to dispute the chargeback.
In case you are aware that the mistake was yours and you have a tool like Conekta , you will only have to wait for the money to be deducted from your account.
TIP : Before installing a gateway, check the benefits they offer you in case of a chargeback. Contact someone on their team through official pages and resolve any questions you may have.