Chargebacks question

[Steve Jones2]

I've just had notification that a customer has requested a chargeback for a significant amount.It's from an item I sold him almost 3 months ago.

I have no idea what his issue is , as I've had no calls or emails from him .So one assumed all was ok.
What I don't understand is all my bank has said is he's looking for a chargeback. There was no name , address or information about what the issue was.
I've traced the customer, but I'd have thought he'd have to fill out a form to his credit card people,explaining why he wants a refund.
Why is this information not passed on to me? How can I defend my sale if I don't know why he's asking for a refund?

I know for a fact that all chargebacks are like this- it makes no sense at all.

 

[Mr D]

What is there to defend?

The card company will know the reason, they are the one making the decision. To protect their customer against the big bad business or not.

If relevant to you they will ask you for information. Otherwise no need, they have all the info to make a decision.

 

[lesliedocherty]

Was the transaction 3D secure, and did you deliver to the confirmed address, if so, then you should be ok.
If not, then you may be open to a chargeback request if it turns out he card was stolen.

 

[cheaper accountant]

Do respond to this with as many documents and supporting details as possible. Don't just wait for it to be resolved as it is likely to be decided against you.

I've worked with organisations in the past where this would come up from time to time and we always responded to each and every chargeback received.

If a stolen card was used then you are likely to face a loss.