My SAAS business has had over 3000 transactions and only a couple of chargeback requests.
In both cases, I provided the customer what they paid for and it was a case of an employee using a personal credit card and then quitting the company and filing chargebacks instead of just emailing my support email and requesting a refund.
I sent all the documentation of receipts and email correspondence with the business showing that they indeed did request, receive, and intend to pay for our service.
In both cases I lost the dispute and was charged the fee + the refund.
Neither Amex nor Stripe had any answers for me. Seems unfair.
In both cases, I provided the customer what they paid for and it was a case of an employee using a personal credit card and then quitting the company and filing chargebacks instead of just emailing my support email and requesting a refund.
I sent all the documentation of receipts and email correspondence with the business showing that they indeed did request, receive, and intend to pay for our service.
In both cases I lost the dispute and was charged the fee + the refund.
Neither Amex nor Stripe had any answers for me. Seems unfair.