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Chargeback Response Procedure

When a chargeback comes in we must download PDF's or print the following and submit it to our merchant processor to answer the customer's dispute.

  1. Customer's order from the Shopify admin panel. Expand all notes and columns. Also ensure notes do not contain private discussions.
  2. Proof of shipping (Shopify, Shippo, USPS receipt, etc.)
  3. Tracking labels (UPS, USPS, FedEx, etc)
  4. Proof of drop off drop off receipts for packages.
  5. Tracking confirmations from shipping company's site. UPS, USPS, FedEx, any return labels sent.
  6. Our company's official terms of service.
  7. Our company's return and warranty policy.
  8. Correspondence with customer
    1. Emails
    2. Live Chats
    3. Text Messages
    4. Facebook Messages, Posts, Comments

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