How do you deal with customers that have fraudulently claimed a chargeback previously?
For background, the customer received goods and services from us a few years ago and months after the service was complete, they claimed a chargeback with their credit card company. Thankfully, I disputed the claim and won the case but I do not want to deal with this customer again.
They tried placing another order last year using a different name, address and credit card until I discovered it was the same customer. I recognized their distinctive voice and looked up the phone number they were calling me from. I declined that order.
They called again this week wanting to place another order.
What do you do in a situation like this or what do you say to tell them you don’t want their business? I’d rather not have to go through another possible chargeback.
“You burned a bridge with us when you tried to fraudulently charge back a previous order. We will not sell to you. Do not call again.”
If they’re willing to commit fraud by using a different name/address/card, there’s not much you can do about that besides being diligent. But maybe, just maybe being flat out told they’re fired as a customer will make them stop trying. One can always hope.