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