Threatened a customer with a police report, ugh

[nateNnatsmommy]

I think you're confusing a chargeback with a fraud charge - the buyer wasn't claiming that the seller charged her card without authorization, just that she hadn't received the item she'd paid for.

Sorry for the repeat posts, but I just had a thought. I know a lot of banks now will issue a temp credit when an dispute is filed, while they research the issue, is that what happened with her?

Im sure the chargeback wasnt what she wanted to do, as when you make a chargeback with a credit or debit card they cancel your card and you have to wait to get a new one in the mail, sometimes taking almost two weeks to get the card as well as having to update any of the bill pay stuff you have on line with the new card number once you get it.

[BoydTeam]

As an Ebay seller I get a few entitlement crazy buyers who cannot read. I get International buyers asking me why their packages aren't there 5 days after paying even though 5-10 days in typical transit time and stated clearly in my auction TWICE. It's part of the biz. I would NOT have refunded her even .01% of her purchase. You shipped within your stated terms. If she can't read and thought her package would be shipped sooner that's her fault.

[BoydTeam]

It's also not out of the question to get back to someone within 24-48 hours. Ebay even states when a message is sent that the person will respond usually within 24-48 hours. Or maybe it's more....

[couponlust]

I think you're confusing a chargeback with a fraud charge - the buyer wasn't claiming that the seller charged her card without authorization, just that she hadn't received the item she'd paid for.

Perhaps Its different with Debit cards, Ive only had an issue like this one time before and when I called my bank to file the claim (the seller didnt send the item at all) and it was mandatory that they cancel the card and issue a new one. Apparently when you file the claim (regardless of if someone has charged your card or that you havent gotten an item, any claim thats filed and you have to sign an affidavit) they have to cancel the card so that it cant be recharged once they do the charge back. I have Bank of America so I dont know if thats not common place, so who knows.

Wow, how many times can a girl use charge in one sentence!

Either way, I think the situation must have felt less than stellar for both OP and the customer and I hope they both got it taken care of with as little stress as possible.

[cade_avery]

I have been gone for the last couple of days to Atlanta wholesale market, so sorry for seeming to leave the thread.
I will try to answer a couple of questions-

What if she needed them for an event at day 10?
I would have expected her to contact us before ordering. Our shipping times are stated on our website. If you need something before the stated shipping times, then you should check before ordering. I have customers do that all the time, and we sometimes ship orders the same day if the customer needs it quickly.

You said you shipped it slowly:
We shipped it slower than I would normally, but still 2 days less than our stated shipping guidelines.

You didn't respond to numerous customer contacts:
She contacted us 8 times in 6 hours and then filed the chargeback. We never heard from her before that, and then we didn't hear from her again for 4 days, then not again until 4 more days when she released the chargeback. I was out of touch for one business day. That day was the only time she contacted us before receiving her order.

After getting a response from her on Sunday, I feel fine with how I handled things. Her reply was talking about how we had held her money hostage for "months" (she placed her order Oct. 2nd. So on Sun. it had only been 23 days since this whole thing started and she had already had the shoes for a week.) And how she has filed chargebacks on other people and they never called the police. And how she was looking forward to ordering for us again until I called the police, but now she won't. (Thank goodness! Why would you want to order from someone you filed a chargeback against?) Her final e-mail showed she clearly has some issues and has a no grasp on time. I haven't e-mailed her back. I consider this closed and am glad to have escaped the serial chargebacker.

We have tons of repeat customers. All 3 of my kids have H1N1 right now, and I shipped today while taking care of sick kids, and then put them in the car to drop of off some local orders. I'm not perfect, but we work hard to do the right thing for our customers.