Here at Cococart, we hold our merchants to a high standard of cooperation and responsibility when it comes to providing compelling evidence to contest chargebacks on your behalf. You can always contact the customer via phone or email to resolve the issue. If the customer agrees, they should contact their bank to cancel the chargeback or inquiry.
If the customer claims that the dispute was withdrawn:
Request that they provide you with a copy of the chargeback withdrawal letter from their bank.
Provide the letter to our Fraud and Risk team for endorsement to Stripe.
Wait for our confirmation via email if the dispute is withdrawn successfully.
For Fraudulent, Unrecognized, and Not Received Orders:
Please send us any existing communication that you have with the customer discussing the order.
The date and time that the order was fulfilled.
Please provide the tracking number and details with a photo of the recipient.
It would be preferable if the address on the order form and the delivery form were the same.Any proof of previous transactions (if any).
For duplicate orders / refunded orders:
Please send us any existing communication that you have with the customer discussing the order.
An explanation of the reason for the two charges (If the charges are for 2 different products).
Proof of refund showing that the amount has been returned (if issued manually on your end).
🚨You can't issue a refund after a cardholder initiates a chargeback. If you determine that a refund is warranted for an open chargeback, then the cardholder must first drop the chargeback, and then you can provide a refund.
As we cannot guarantee a favorable resolution, so submitting comprehensive evidence is essential for chargeback cases.