#paid-media
Thread
We got a few chargebacks (4-5 in the last couple months) all of which we have submitted the valid tracking details for.
Shopify have decided to do this to our account.
Any advice on how to reply or have this lifted by Shopify??
thats insane. Is this in their terms and conditions?
yes
πΆβπ«οΈ
This is standard practice when you receive chargebacks. Especially when they come at once. You have to be careful not to get your merchant account cancelled. Otherwise you will be placed on the MATCH system DB. Once on that list, you won't be able to get another merchant account using the same company and owner details. And once on MATCH, almost impossible to get off. Do everything in your power to maintain your merchant account in good standing. If this means Shopify needs to hold a reserve, so be it. After a few months of processing with no issues, you can ask them to review your account. A good rule of thumb, is not to exceed .01% of your transaction to disputes. So if you have 100 transactions in a month, that's 1 dispute a Mon that they'll accept. Otherwise, a high dispute ratio can indicate problems with fraud, or even with product or service quality or customer service. And that will cost the bank money. Your goal is NO disputes.
Chargebacks are a big no-no in the merchant processing industry. Keep it to a bare minimum and have proof of all your transactions, tracking, delivery and emails w clients. NEVER call a client unless you are recording the conversation. Keep everything in writing for transparency and protection.