I run a very small online store (just me and one part-timer). A few weeks ago a customer emailed asking to change the shipping address on an order. I replied quickly saying no problem and updated it. Two days later they filed a chargeback claiming the order never arrived. I sent the tracking showing delivery to the new address, but the card company sided with them anyway. I'm now out the product and the money, plus a $15 dispute fee. What gets me is that this all started from one harmless email.
Customer Issues
My worst customer dispute started with a simple email
That's rough. Chargebacks are brutal for small sellers. Did you have any proof that the customer themselves requested the address change?
Ouch. I've been there. The email is actually your best evidence—if they asked for the change, that's written proof they authorized it. Did you include that email in your chargeback response?
Chargeback fees are the worst. Even when you win, you lose time and money
I had something similar happen but with a different twist. Customer changed their address via email, then claimed they never got the package. I submitted the email thread and the tracking, and the bank actually reversed the chargeback in my favor. It might depend on the card issuer. Which one was it?
This is why I now require address changes to be confirmed through the original order order confirmation link or a signed form. People can be shady.
I don't think it's always shady. Sometimes buyers genuinely don't recognize the charge on their statement. But it st ill stings.
Have you considered using a chargeback protection service? Some of them cover you for up to a certain amount and handle the dispute for you.
The fee plus the product loss is what really hurts. Is it even woorth fighting at this point?
I've sttopped offering address changes after the order is placed. I cancel and ask the customer to reorder with the correct address. It's inconvenient but it protects me. The one time I made an exception, I got burned. So now I'm strict about it.
That's harsh but understandable. Did you at least report the customer to the platform or leave a note in your system?
Sometimes it's not even thhe customer. It could be a family member using their card. Still your loss though.
I'd recommend calling the card issuer's dispute department directly if you haven't already. Sometimes you can get them to review the evidence again. But honestly, for a small amount, it might not be worth the hours.