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.
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“I’m sorry I can’t help you.”
Find the nicest way possible to tell them to “go fuck themselves”.
Do whatever you need to do to not deal with that customer. I’ve learned they do it once they’ll 100% do it again
“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.
If you want to deal with them:
“Our records indicate you filed a chargeback with your card issuer on a previous order. Therefore, we will be requiring a signed contract with cash payments in addition to a cash security deposit (if you’re rendering services at all prior to payment).”
If you do not want to deal with them:
“Our records indicate you filed a chargeback with your card issuer on a previous order. As the chargeback was not withdrawn by you in a timely manner, it required us to file a dispute as proof of purchase which is a time consuming process that takes away from our paying customers. Unfortunately, we will not be able to provide service to you again.”
It will be reasonably likely that they will have a spouse, friend, or family member attempt to order after either of these options though to circumvent you - so be ready for that possibility. It’s also important to note that call center employees who decide chargeback fates do not have a legally binding opinion. For any lost chargebacks, you should file a police report every time with your evidence. We have successfully gotten charges multiple times that a call center employee didn’t believe was “sufficient.” We also include language on our receipts that we file charges on any chargeback as a warning. Depending on your district’s political leanings, police may go after under-$100 fraud if its a local offender, but if its above a certain figure it qualifies as a felony and even pro-crime districts will be more inclined to go after them. Also if it’s high enough, it may be worth your time to sue in small claims court.