Why the Heck Did You Dispute that Credit Card Charge?
The story sort of starts off something like this... There I was, reconciling my previous day's credit card batch over a cup of morning coffee when I noticed something strange. Much to my surprise, $500 had magically disappeared from my batch total; seemingly out of nowhere! It was early, so of course my mind starting jumping to conclusions. Had my fourth grade math skills failed me? Did a hacker somehow get into my bank account and withdraw the money? Did my boyfriend up and purchase the latest iPad despite my non-approval?
Well, no. It wasn't any of those things. After I exhausted all of my other resources—including a less-than-pleasant call to my boyfriend—I called my credit card merchant and was informed that one of my customers who had placed a $500 order for mugs disputed the credit card charge!
At this point I'm thinking, "OK, but that customer never said anything to me. Why the heck are they disputing that credit card charge and how do I fix it?"
Distributors, if you've ever found yourself in this position, you're going to want to keep reading (and if you haven't, still keep on reading because it can happen to you!). The below is a guide that shares what steps I took to get to the bottom of this in addition to some crucial tips that I learned along the way!
For starters, the person on the other end of the phone advised me that they were waiting for our formal response and that I had until tomorrow to respond. That's right... It turns out credit card disputes have a certain deadline that you must respond by, and if you don't, the customer wins by default (regardless of the merit of their claim). Keeping this in mind, I knew I needed to get working on a response ASAP.