Charge back on credit card

[Travers Bikes]

I have a customer who has made a charge back on a credit card for a bespoke item, he then tried to bribe me by asking for a discount and then he would take back the charge back. I refused as there was nothing wrong with the item it matched exactly the drawings which he signed off. He then said he was happy with the item and would stop the claim, he hasnt, I have asked for the return of the goods while the claim proceeds, he is refusing to do this.

Where do I stand, do I need to just wait it out and hope I win? Its for a bespoke bike frame, that I know he has built up into a bike and is using.

The credit card company said they can't offer any advice but it might be prudent to speak to a lawyer and go via the small claims route. It seems crazy, I have paid for the frame to be made, the customer has all the money back and also has the frame and I have to just sit on my hands. The credit card dispute still has 35 days until they need to rule.

 

[Newchodge]

I have a customer who has made a charge back on a credit card for a bespoke item, he then tried to bribe me by asking for a discount and then he would take back the charge back. I refused as there was nothing wrong with the item it matched exactly the drawings which he signed off. He then said he was happy with the item and would stop the claim, he hasnt, I have asked for the return of the goods while the claim proceeds, he is refusing to do this.

Where do I stand, do I need to just wait it out and hope I win? Its for a bespoke bike frame, that I know he has built up into a bike and is using.

The credit card company said they can't offer any advice but it might be prudent to speak to a lawyer and go via the small claims route. It seems crazy, I have paid for the frame to be made, the customer has all the money back and also has the frame and I have to just sit on my hands. The credit card dispute still has 35 days until they need to rule.

Forget the credit card claim, start small claims procedure.

 

[Nico Albrecht]

Just for curiosity which charge back Code did the customer use to initiate the process?

 

[HFE Signs]

We had a similar thing happen to us with banners, I drove over and the banners were being used, the guy was unavailable to speak to me so I took them down myself, can’t stand dishonesty

 

[lesliedocherty]

We had a similar one recently, where a bag was delayed in shipping, then eventually delivered, and the customer opened up a chargeback.

We forwarded the email communication where the customer said the item had eventually been delivered.

We won that one, I believe communications can be used

 

[Gyumri]

If the customer has said in writing that he is happy with the goods then simply forward a copy when you respond to the credit card company's notification. I believe you have only a limited time to respond and challenge the chargeback. That is the downside of accepting credit cards rather than debit cards.

Newchodge's solution to start firing from the hip is less elegant, but it does have a certain attraction:

Forget the credit card claim, start small claims procedure.