Credit Card Chargeback

[Toon]

I run a small business selling retail and wholesale clothes.

A couple of months ago I received a letter from my credit card merchant saying that they have debited nearly £300 from my account as there's a dispute for the transaction which was made in July last year. I found the transaction and confirmed that the address and postcode matched the one the card was registered to -which is was, and this was the address that the order was sent to. I forwarded all this information to my merchant (BOS) who said that as long as I sent the order to the card holders address then they will give me my money back - which they did.

This morning I received another letter from the bank saying that the customer still disputes it and they are going to take the money back off me even though they tried the best they can to fight the case.

As I'm a small business, £300 is a lot of money to me so I want to fight this case to stop this thief stealing money from me.

They did give a mobile number when they ordered but that is no longer in service. I checked some directory websites and can confirm that the customer does (or at least "has" at some time) live(d) at the address along with a Mrs (so obviously either mother or wife) but the number is ex directory.

I think I need to write this guy a letter but what do I put in it and can I take this further if he doesn't co-operate?

[DuaneJackson]

What are BOS saying that the customer disputes? The fact that the order ever arrived or the fact that he even made an order?

[Toon]

I don't think they know. He's disputed it twice but has never contacted me.

[crus]

OK,

heres my 101,

did you send recorded, or signed, if so and a signature was taken that is not the correct person then you have an issue with the Royal Mail. I have had goods signed for, but never delivered, ie they went to the wronmg address Royal Mails mistake, or not delivered at all and intercepted by the courier.
Do a track and trace or appropriate investigation with the courier you use.

If all looks legit. Get a sloicitor to write a collection letter and get the contact address details of the card holder from the dispute, or alternatively instruct the card company to forward to their customer.
Then pursue though small clainms and judgement if no payment is received, if you cant get the address a good dc will.

If you sent £300 worth of goods unsigned and uninsured then it really is a case that you will have budgeted for this in your margins, right?

D

[Toon]

The order was sent by courier (DHL more than likely) but I don't have the tracking number any more. I also don't have the details of the customers order. There is a reason why I don't have this information though.

[DuaneJackson]

Ouch, in that case it looks like you'll have to take the loss on the chin and put it down to experience.