A customer filed a chargeback recently. Her pckage went missing in the mail, and ended up back with us!
We had reached out saying we would ship it out again, but our shipping team has accidentally misplaced the package.
Usually i contest the chargebacks, but in this case It’s our fault! We contacted the customer and apologized, sending her the products and offering a refund as well
Because of the chargeback we couldnt refund the customer. I heard that accepting chargebacks can mark your store as fraudulent!
How bad is it to accept a chargeback? Or should we try and fight it anyways? We have evidence it shipped and it came all the way back…Not sure what to do at this point
Update: We contacted the customer; she was very happy about the solution and tried to cancel the chargeback with the bank. They said it was too late, and too far into the process, but we’ll be filing a response with the emails so it should be alright!
Thanks again everyone for the advice!