help me with some advice

[kazza26]

I have been dealing with a customer in the US that claims to not have received what they purchased from me.

The delivery was done, I have got a copy of this from the Post Office. The Post Office has told me (and the customer) it could have been delivered to another letter box by mistake.

I won't bore people with the whole stream of what went on but I have been hit with a charge back and lost the $99.00 paid to me by the customer.

I disputed this and sent the bank all the emails but according to the "rules" I have to wear it.

My question is how can I possibly stop this from happening. It seems like everything is one sided.

Thanks

[BubsandMums]

Hi Kazza,

I know what you mean. I am about six months into a little business of my own and learnt quickly that it pays to use secure postage, with insurance.

This is where the receiver has to sign for it. I think you are protected from charge back if it is "signature required".

The insurance is not as expensive as you may think. If you insure it and the article is "never received" and you are hit with a charge back from your bank, make a claim on the postal insurance. You are GUARANTEED the postal people will go through hell and high water to prove it was delivered - so they don't have to pay the claim - which is perfect proof for your bank. As far as I know the bank can not do a charge back if they have official documentation from the postal service that declares the article was delivered to the addressee.

It adds to costs but I don't have any of my customers complain as it just means things are nice and secure.

I hope this is a little help to you.

[kazza26]

I want to thank you very much for that advice.

I have been paying more for insurance on items since and its paid off.

A person from South Australia said they never got a package I posted to them. I first found out about this because my bank told me they were going to do a charge back.

I made a claim at Aust Post but it was rejected because they had the documentation to prove the package was received by the addressee.

After sending this proof to my bank they first didn't want to know about it, they said Australia Post documentation won't stop the charge back from happening as charge back rules are a different thing. But the documentation from Australia Post proved the item was delivered to the addressee which meant the reason for the charge back was a lie.

I had to take it further at the bank and finally got on to the manager who was great. He said this meant the cardholder was trying to defraud Visa which is a very serious thing. The charge back was reversed so I didn't lose. Great.

Your advice was excellent, thanks. I am insuring everthying I send.