How does FlippedNormals deal with chargebacks?
What is a Chargeback?
A chargeback is a term for what happens when a customer who contacted his bank or credit card company directly to revoke a transaction. If a chargeback has been requested, the sum will be drawn from your account as a refund, and FlippedNormals will be issued a charge from PayPal. You as a Creator will experience it as a refund, though you'll get an email saying a chargeback has happened. The fees we charge at FlippedNormals will be used to pay the fee which is usually around $20.
What will FlippedNormals do?
If a chargeback has been requested, we will fight and dispute it with PayPal, but once we've stated our case, there's nothing else we can do. If we win the dispute, you'll be notified and the money will be returned to you.
A customer who has issued a chargeback will be blacklisted from FlippedNormals and will not be able to buy from FlippedNormals again - as every chargeback will hurt our credit score and we will incur heavy fees. This is a drastic step, but it's necessary to protect ourselves.
If your store has an unreasonable amount of chargebacks, we will suspend your store until we've been able to investigate what's happening. Chargebacks really do hurt us, so we have to protect ourselves against them.
Why do they happen?
A chargeback can happen for a number of reasons, from perfectly legit ones like fraud prevention - to people who use them as refunds.
- A customer's credit card has been stolen and fraud prevention cancels the order.
- A sale isn't recognised by the customer in their bank/PayPal and will dispute it.
- The customer is unhappy with not being able to get a refund and gets a chargeback from their bank/credit card company instead. This will get the customer banned from FlippedNormals.
What can you do?
Once you've noticed a chargeback, please send as much info as you reasonably can and legally do here - and explain what happened, should you have any correspondence with the customer. Please also get in touch with the customer who requested the chargeback, as it might have been done for perfectly legitimate uses, such as the transaction not being recognised. The more information we have, the more likely we are to win the dispute. If so, please ask them if they can cancel and revert their chargeback.