Chargeback prevention and resolution are critical to protecting your e-commerce business. Zendrop provides powerful tools and support to help you manage this process effectively. This guide will walk you through how Zendrop can help, proactive strategies to reduce chargeback risks, and the steps to take when disputes arise.
Zendrop’s Role in Chargeback Management
If you’re subscribed to Zendrop’s Plus or Usage-Based Plan, you’ll gain access to tailored chargeback management support. Zendrop helps you by preparing and providing key documentation needed to strengthen your case when disputing chargebacks, including:
Shipping labels
Tracking information (including screenshots showing shipment progress)
Note: Zendrop does not submit chargeback disputes on your behalf. Filing disputes with your payment processor or bank remains your responsibility. Zendrop’s role is to empower you with evidence that supports your case.
Proactive Strategies to Reduce Chargeback Risks
Taking preventive measures can significantly lower your chances of facing chargebacks. Here are key best practices to implement:
Monitor Orders Closely: Stay on top of order statuses and keep an eye out for chargeback notifications.
Maintain Comprehensive Documentation: Keep shipping details, tracking numbers, and order confirmations organized.
Communicate Clearly with Customers: Proactively address issues to prevent disputes.
Have a Clear Refund & Return Policy: A transparent policy helps set expectations and reduces misunderstandings.
Require a Non-Delivery Certificate: In cases of “item not received” claims, request this document from customers for added validation.
Zendrop supports your efforts by providing additional documentation, including fulfillment and tracking evidence.
Steps to Take When a Chargeback Is Filed
If a chargeback occurs, act quickly. Gather and present essential evidence to strengthen your case.
1. Chargebacks for Late Deliveries
To dispute these claims:
Submit detailed tracking information showing delivery status.
Include proof of shipping details from Zendrop (screenshots from the Orders tab).
Request a packing slip from Zendrop’s support team that includes the recipient’s details and tracking number.
2. Chargebacks for “Product Not Received”
When customers claim they never received their product:
Use tracking updates to confirm shipment status (e.g., arrival at customs or a sort facility).
Attach Zendrop’s supporting documentation to your dispute.
If you’re in the Private Agent Program, your Account Manager can provide additional help.
Preparing for and Contesting Chargebacks
Strengthen your case by compiling the following:
Tracking Information: Proof of shipping and delivery progress.
Order Confirmation: Copies of receipts, itemized details, and customer information.
Communication Records: Document your attempts to resolve the issue with the customer.
Proof of Refunds: If applicable, include screenshots showing refunded payments via your e-commerce platform (e.g., Shopify).
Taking these steps improves your chances of successfully contesting disputes and reducing future risks.
Conclusion
Zendrop is your trusted partner in chargeback management. By leveraging Zendrop’s documentation and resources, combined with proactive measures, you can reduce risks, protect your business, and handle disputes quickly and effectively.