That 30 to 45 days is a lot longer than most people think it will take. Not only does it pit customer versus company, but it can also be a very protracted battle. A chargeback should be your second to last result (with the last result being legal action if the situation warrants it). If you gain value from the 100 articles Jamey publishes on this blog each year, please consider championing this content! You can also listen to posts like this in the audio version of the blog.Īs a customer, I always try to reach out to the company first, second and third. An Open Letter to Gamers from a Growing Publishing Company.An Open Letter to Kickstarter Backers from a Tiny Publishing Company.If you ever have questions or concerns about your order, Joe and Dave are here to help at They can help you the fastest if you provide the order number (especially since we now have 4 different webstores in different regions). I’m writing this simply because I don’t think many people know just how much of a hassle chargebacks are for all parties. I’m truly grateful for the vast majority of customers who contact us directly about webstore order concerns. Please give us a chance to make it right by working directly with you.ĭespite this post, chargebacks really are quite rare for us. However, I believe that the majority of companies will attempt to serve you, so chargebacks should be a last resort, not the first attempt. I’m really sorry you’ve had those poor experiences (I have too). Of course, every customer’s approach to order cancellations, confusions, and frustrations is impacted by past experiences, probably including at least one where the company never replied or didn’t assist you responsibly. This also helps to ensure that platforms like Shopify don’t list you as a “high risk” customer, as it’s a form of fraud if you attempt a chargeback where it’s proven that you did actually receive what you ordered. That way we can work with you to make it right instead of presenting our case to a payment provider. The difference is that we can serve you so much faster and better if you contact us directly instead of issuing a chargeback. If your game is missing a component, we need to send it to you ( fill out this form). ![]() If you told us to ship to Wisconsin and we shipped to Taiwan instead, that’s our fault. If you ordered A and we shipped you B, it’s our responsibility to make it right. If your order hasn’t shipped, it’s fine to cancel it. Just to be perfectly clear, I absolutely support customers holding companies accountable. We’re also charged an additional fee if the payment provider rules in favor of the disputing customer. That harmonious state is broken when a customer issues a chargeback, as it can threaten our ability to work with various credit card companies and PayPal. I want to work with customers, not against them. By issuing a chargeback, the situation becomes one of customer vs company. ![]() I hope you can see from this description just how bad for all parties this is. 30-45 days later, the payment provider either decides in favor of the customer or the company. ![]() We also reach out to the customer to explain that we’re here to help if they’re willing to work with us directly instead of through the chargeback response system. We then have the opportunity to share the facts of the matter (which is almost always either that only a day or so has passed since the order was placed or that we already shipped the order to the address the customer provided). ![]() Then they create a “case”, as it’s essential a very low-level legal claim against the publisher. When a chargeback is issued, the payment provider temporarily refunds the customer. One of my least favorite emails to receive is the dreaded chargeback notification.Ī chargeback notification happens when a customer attempts to cancel an order (or receive a refund on a fulfilled order) through their credit card company or PayPal instead of contacting us directly.
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