Fighting Chargebacks with Delivery Confirmation

For consumers, few things are as frustrating as a package that never arrives. They’ve paid for it, anticipated it, waited for it…and it doesn’t show up. No matter what the cause—the carrier took it to the wrong address, thieves swiped it, it got lost under a conveyor belt somewhere—the buyer is going to want someone to make things right, and often that means they’re going to call their bank and demand a chargeback on the grounds that the merchant never delivered their order. Most carriers offer delivery confirmation, but is that really enough to protect merchants from these disputes?

“Merchandise not received” is a chargeback reason common to all the major networks, and it gets a lot of usage. It does serve an important purpose; there are plenty of fraudsters out there who will pose as legitimate merchants online, take money for orders, and never ship a single product. Unfortunately, it’s also an easy reason code to exploit for friendly fraud. For some people, working out product issues with the merchant is too much of a hassle—they’d rather just call their bank and lie about never having received the product at all.

Delivery confirmation would seem to be rock-solid evidence against this sort of chargeback, but “delivery confirmation” can mean many different things depending on the level of service you’re getting from your carrier. The confirmation methods themselves can also present some issues for merchants and customers.

Full Text:
https://www.chargebackgurus.com/blog/fighting-chargebacks-with-delivery-confirmation

©Chargeback Gurus 2020
Production: Courtney Freeman 
Narration: Sarah Rife