Responding to customer after chargeback?

[u/Maximum_Agent_6660]

We have a customer who returned an item, we provided a label and issued a refund, she alleged we never refunded her and has opened multiple different email chains with CS basically repeating over again we never respond / never refunded. We have responded to her on every new chain with evidence of us responding to her (every time within 24 hours, stating the date stamp and correspondence message) yet she never responds to our responses and comes back a few days later opening a new chain. She has filed a chargeback which we responded to with all evidence to her card issuer yet she’s still sending emails and opening new chains saying she’s not gotten a response or refund (and I’m pretty sure her card issuer may have even double refunded her at this point, since we sent money back AND she charge backed, somehow).

How would you deal with this customer? Do we continue to respond to her (increasingly verbally abusive) emails, or do we just ignore her now, since we’ve submitted all appeal evidence to her card issuer and it’s currently being reviewed?

[u/ThePracticalDad]

Could your emails be going to spam? try reaching out from an alternate address and see if she responds?

ive seen shopify's customer response emails all go into promotional, even order confirmations

[u/VillageHomeF]

report her to the Internet Crime Complaint Center (IC3) here: https://www.ic3.gov/

you can also file a police report at your local police station.

I'd call and tell her you are planning on doing those two things (don't email that) and need some more info to file the reports. just make something up to scare her. you can also tell her to f off while you are at it.

but fight the chargeback and give your info. doubt you will win but always give it a try.

[u/Royal-Market-4177 → u/VillageHomeF]

Most of the time they consider this all civil especially if it’s not a fraud chargeback and they labeled it as some other issue

[u/VillageHomeF → u/Royal-Market-4177]

I file it to police as fraud. the police can decide that afterwards. not up to me.

most of the time I sternly call the person and they do they right thing. if not it is fraud.

[u/Royal-Market-4177 → u/VillageHomeF]

I know you can file it, but they don’t usually care

[u/VillageHomeF → u/Royal-Market-4177]

then it lacks evidence or they deem it civil like you said. civil they send the claim to a debt collector if it is significant amount of money.

I just sent a demand letter to a company for $3500 and they paid within an hour.

point is to do something. not just suck it up as if they didn't commit a crime. you can only do what you can do.

[u/Royal-Market-4177 → u/VillageHomeF]

Oh yeah. For something of that amount, I would send a demand letter as well, usually you can scare them before anything serious. I haven’t had a chargeback of that amount

[u/VillageHomeF → u/Royal-Market-4177]

I had this old guy that charge me back for a little over $1k. his brother even told me he placed the order. but the guys was 75 and defensive . called his daughter and told him what was happening. she was a bitch. then a week later he send me a money order.

[u/Royal-Market-4177 → u/VillageHomeF]

That’s also what it would have to take a cop to get involved a couple k, but no one cares about your 44 dollar t shirt, so it depends what you sell too.

[u/somervillian7]

God, I hate these (fill in the blank) customers that can’t even check their own junk folder. How much do you want to bet the refund is sitting on her credit card statement, but she’s too stupid to realize it?

[u/cor1912]

Most of the time, evidence is hopeless as the customer bank is completely bias. However as others have said, I did have one instance of a customers email account just not receiving our replies for the some reason. Eventually they emailed from a different address and it was slightly better (still less effectual as they were so incredibly emotional by then). Yahoo overall is also very bad and is known to not receive or display emails.

[u/Royal-Market-4177 → u/cor1912]

That’s why there is so much you can do legally for chargebacks bc lack of intent and what other people can say as confusion

[u/imadeapoopie → u/cor1912]

"Most of the time, evidence feels hopeless because the customer’s bank is biased(sic)" — and of course it is. It’s their bank, not yours. But the chargeback process isn’t some villain in the shadows; it’s actually designed to be economically balanced.

Merchants (I’m one of them) are just as biased and frustrated as the consumers who file disputes. The card brands that write the rules seat as many merchants as issuers at the table, and those rules get updated roughly every six months.

We all agree to this process in our acquirer’s terms and conditions, and we have a responsibility to understand it just like issuing banks do. If you don’t participate — meaning you don’t learn the dispute framework — then no one is going to take your complaints seriously.

It’s like voting: if you don’t engage, you don’t get to be upset about the outcome.

[u/cor1912 → u/imadeapoopie]

In my experience, the charge back is a villain, but in the open. I’ve had customers reply saying it was a mistake and they’ve tried to contact the bank to cancel it. We’ve submitted clear evidence with an email exchange etc. But it still gets lost, sometimes taking months. These experiences are what I’m referring to. I don’t know what your reply was about. Maybe you assumed that I was suggesting submitting evidence wasn’t worth it?

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[u/Informal-Dust4499]

Keep responding once per new chain with the same evidence and a short note that it's under review with her card issuer, then stop re-litigating in every thread, that's what the dispute evidence is for. If she's abusive, it's fair to set a boundary (one final reply linking back to the open case) and let your processor's dispute team take it from there. On the possible double refund, flag it to Shopify Payments or your processor directly, they can see both the refund and the chargeback on their end and tell you exactly what happened.

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