chargeback and izettle

[Steve Jones2]

I fix computers for a living.
I rarely get chargebacks even though 90% of my sales are credit/debit card.

I always. get the customer to sign an agreement that they are satisfied with my work at the time of payment.
I had a chargeback request 6 months ago.I submitted my defence, witht he signedcontract.
I've heard nothing from izettle about this.
How long should this matter take to resolve? I would have thought 6 months is long enough to investigate.
Can I do anything to speed it along?

 

[Mr D]

I fix computers for a living.
I rarely get chargebacks even though 90% of my sales are credit/debit card.

I always. get the customer to sign an agreement that they are satisfied with my work at the time of payment.
I had a chargeback request 6 months ago.I submitted my defence, witht he signedcontract.
I've heard nothing from izettle about this.
How long should this matter take to resolve? I would have thought 6 months is long enough to investigate.
Can I do anything to speed it along?

You can contact the card company and ask them to speed things up. Perhaps they have a backlog, perhaps only staff in the office can deal with their decisions.
My company chargebacks are usually with PayPal and decision affecting my business under a month. How long before judge and jury, the card company, decides can be considerably longer.

Think both my last ones were over 3 months for bank to decide. Both times in my favour so at least got my money back.

 

[JEREMY HAWKE]

Do izettle have a phone service or do you talk to the Internet ?

 

[japancool]

Zettle is Paypal is it not?

 

[UrbanRetail]

Zettle is Paypal is it not?

Indeed.

 

[ecommerce84]

Zettle is Paypal is it not?

Yes, sadly PayPal acquired them.

 

[Guy Incognito]

Chargebacks are a scandal waiting to be exposed. As our business has grown, of course the number of chargebacks has as well (though thankfully still very few in general).

I have found people who purchase with PayPal tend to be worse. We had one recently where the item was delayed in transit, client immediately opened a PayPal case despite us providing proof of dispatch / tracking. PayPal ruled in their favour almost straight away, despite tracking showing it was out for delivery. Of course it arrived, client then "forgot" to inform PayPal of this. So we had to appeal the ruling - successfully.

Any client who starts a chargeback we ban from purchasing in the future. If a client wants a refund we will always give them one, chargeback is, in general, the tool of a scammer or an ********.

 

[Mr D]

Chargebacks are a scandal waiting to be exposed. As our business has grown, of course the number of chargebacks has as well (though thankfully still very few in general).

I have found people who purchase with PayPal tend to be worse. We had one recently where the item was delayed in transit, client immediately opened a PayPal case despite us providing proof of dispatch / tracking. PayPal ruled in their favour almost straight away, despite tracking showing it was out for delivery. Of course it arrived, client then "forgot" to inform PayPal of this. So we had to appeal the ruling - successfully.

Any client who starts a chargeback we ban from purchasing in the future. If a client wants a refund we will always give them one, chargeback is, in general, the tool of a scammer or an ********.

And sometimes a consumer needs to do a chargeback because the seller is being an arse about refunding.

Have had multiple times items that sellers tells me they have proof of delivery and I'm telling them I haven't received it.
Far as I know we were both telling the truth. However I wanted my money back and each time the seller didn't want to give it.

Hence chargeback.

Its a tool - and much easier than taking the seller to court over a £20 item.

 

[Guy Incognito]

And sometimes a consumer needs to do a chargeback because the seller is being an arse about refunding.

Have had multiple times items that sellers tells me they have proof of delivery and I'm telling them I haven't received it.
Far as I know we were both telling the truth. However I wanted my money back and each time the seller didn't want to give it.

Hence chargeback.

Its a tool - and much easier than taking the seller to court over a £20 item.

I've never been in a situation where a business has not refunded me if an item has not been delivered to me.

What do you think the % of genuine chargebacks is compared to fraudulent ones? I'm guessing 15% max are genuine. And I am being generous.

They are manifestly unfair on retailers because the bank nearly always sides with the consumer if they simply say they have not received it despite all evidence to the contrary, and there is no way of appealing short of going to the FCA.

 

[Ozzy]

I've never been in a situation where a business has not refunded me if an item has not been delivered to me.

Sadly I have, but thankfully only once. Generally speaking I've not had many bad online purchase experiences, and the few times things have not gone well the retailer has been very good. One time though I did have to use the chargeback process and was glad it was available to me.

 

[Mr D]

I've never been in a situation where a business has not refunded me if an item has not been delivered to me.

What do you think the % of genuine chargebacks is compared to fraudulent ones? I'm guessing 15% max are genuine. And I am being generous.

They are manifestly unfair on retailers because the bank nearly always sides with the consumer if they simply say they have not received it despite all evidence to the contrary, and there is no way of appealing short of going to the FCA.

From the chargebacks my businesses have had that I know for certain are fraudulent, I'd say perhaps 1 in 50.
Could be higher, even much higher - but I don't know they are fraudulent.


Yes, the bank almost always sides with the customer. As a customer I can appreciate that.

There are scammers, idiots, plus some decent businesses out there - and if they act in the same way (by not refunding when customer has not had item) then I expect a method of taking matters further.

The biggest fraudster I had I know received the item because he wasn't happy with the colour. That was about £4 wholesale item.