Why the Heck Did You Dispute that Credit Card Charge?
Now you're probably thinking, "OK, I get it, take care of the customer. But what do I do when everything did go according to plan, and the customer just doesn't want to pay for the order any longer?" Maybe a marketing coordinator placed the order for the company, and upper management decided they didn't want the items. Maybe your customer was lazy when signing proofs, and even though they signed off on everything, the items aren't what they had in mind (it's situations like these where a rock-solid approval process is worth its weight in gold!). Or maybe they're just jerks.
Remember how I said the only way to find out for sure was to get a hold of the client? Well, it's likely that if a client is simply trying to avoid paying for the items they are also going to be ignoring your calls. In these rare cases, the burden now falls on you to start gathering the evidence and preparing a formal written response to the customer's dispute. Don't forget about that pesky deadline—if you have tried and failed to contact the customer, you still have to act swiftly.
Distributors beware! Before you get started preparing your formal response, especially if this is your first credit card dispute, you're going to want to review your credit card merchant agreement to make sure that you even have the option to issue a rebuttal to the dispute. If your current merchant agreement does not allow you a rebuttal, you probably want to change that, and here's why: if you aren't allowed a rebuttal, your customers could be making off with disputed charges scot-free. That means you could be losing thousands of dollars each year without even knowing it or having the ability to do anything about it!