Scam customers are very rare on Storenvy, but misunderstandings can arise, so it's good to know about your protection options.
If the customer purchased via Stripe
When a customer purchases via Stripe, the only way they can dispute the charge is by contacting their bank or credit card company. When a chargeback is filed, Stripe will work with you and the customer's credit card company to resolve it, allowing you to provide your own evidence of why the charge is legitimate. They will also take into account your history as a seller when deciding how to proceed. Stripe charges a fee for each chargeback, though this fee is refunded if the issuing bank decides in your favor.
Learn more about chargebacks on Stripe.
If the customer purchased via PayPal
PayPal has their own dispute system and they do offer seller protection, provided the transaction meets the criteria for that. You can find more details on PayPal's website.
How can I avoid chargebacks?
The best way to protect yourself is to make sure disputes aren't filed against you in the first place. Here are the most important steps:
- Make sure that customers will recognize the description that appears on their credit card statements. For Stripe, you can set this description on your settings page. We recommend you choose the name that customers most closely associate with you. This might not be your official corporate name—your website domain or the product for which you are known may be a good choice.
- Make it really easy for irate customers to find your customer service contact information, and respond to customer inquiries quickly.
- Have clear return and refund policies and make it really easy for irate customers to find them on your website.
- If you ship physical goods, communicate accurate delivery times and keep customers updated throughout the delivery process, especially if there are unforeseen delays. If possible, use online tracking and delivery confirmation.