Merchant Dispute Guide
Merchants are able to dispute shopper chargebacks. In order to dispute a merchant-liable chargeback, you must submit proof that the customer’s claim is invalid. The more evidence you provide, the better your chances are of winning the dispute. The needed documentation may differ depending on the chargeback reason. Read Bolt’s Chargeback policy for more information.
How to Dispute Common Chargeback Scenarios
Merchandise Not Received
In order to best represent you in a dispute where the customer claims to have not received the product they ordered, you’ll need to prove that the goods were shipped in a timely fashion, shipped to the correct shipping address, and received prior to the dispute.
Documentation Needed
- Order Invoice, including shipping address and order date
- Name of Shipping Carrier
- Order Tracking Number
- Link to the order tracking page on the carrier’s website
- Evidence of delivery by the carrier (screenshot or signed proof)
- Shipping receipt, to prove date of shipment
- Any correspondence you may have with the customer
- Order timeline
Product Not as Described or Defective
In order to best represent you in a dispute where the customer claims that the product is not as described or defective, you’ll need to prove that the goods delivered were in fact what was described; that they were delivered in good condition; and that the customer didn’t attempt a return. On top of that, you’ll need to prove that the goods were shipped in a timely fashion to the correct shipping address, and received prior to the dispute.
Documentation Needed
- Order Invoice
- Proof that delivered item matches product descriptions and photos
- Proof that goods were delivered to the correct address, including:
- Name of Shipping Carrier
- Order Tracking Number
- Link to the order tracking page on the carrier’s website
- Shipping Receipt
- Any correspondence you may have with the customer
- Documentation explaining why you disagree with the customer’s claims
Defective Items
If the customer is claiming that you wouldn’t allow them to return the defective item, provide the following additional documents.
Documentation Needed
- Proof that the customer read your return policy prior to purchase, including:
- Record of a phone call where the return policy was explained
- Record of a customer acknowledging a return policy online (e.g., checkbox acknowledgments of terms and conditions)
- Proof that your checkout flow contains your return policy or requires an explicit acknowledgment of terms & conditions
- Return Authorizations, if applicable
Refund not Received
In order to best represent you in a dispute in which the customer claims that a refund that they were owed was not received, you’ll need to prove that the refund was issued prior to the chargeback; that the goods were not returned; or that the goods were returned without appropriate authorization.
Documentation Needed
- Proof that a refund in the amount of the chargeback was issued prior to the chargeback. A screenshot of the refund from your Bolt Merchant Dashboard is sufficient.
- If awaiting item return:
- Order Invoice
- Proof that goods were delivered to the correct address, including:
- Name of Shipping Carrier
- Order Tracking Number
- Link to the order tracking page on the carrier’s website
- Shipping Receipt
- Return Authorizations, if applicable
- Proof that the order was not returned
- Correspondence with the customer
- If the customer returned merchandise without authorization:
- Order Invoice
- Proof that the customer read your return policy prior to purchase, including:
- A recording of a phone call prior to purchase in which the return policy was explained.
- Record of a customer acknowledging a return policy online (e.g., checkbox acknowledgments of terms and conditions)
- Correspondence with the customer
Merchant-Liable Fraud
There are a few instances where merchants are liable for fraudulent chargebacks:
- The order was placed by the merchant.
- The shipping address was updated without receiving confirmation from Bolt.
- The transaction was Force Approved by the merchant or the merchant’s agent.
Documentation Needed
- Order invoice
- Tracking details
- Proof of Delivery
- Any and all communication that the merchant has had with the customer (emails, texts, phone calls, etc)
- A summary of the order history
Duplicate Processing
The Duplicate Processing chargeback code is issued by a customer when they’ve accidentally placed two orders.
Common Duplication Reasons
- A customer has multiple checkout windows open at the same time.
- A webhook has failed
If Bolt determines that we are the reason for the duplication, we will take care of the chargeback and ensure the customer and the merchant are refunded the extra charge. However, if the customer accidentally placed two orders, we will need details in order to properly represent the chargeback.
Documentation Needed
- Order Invoices for both orders
- Tracking details for both orders
- Proof of Delivery
- Any return details (if applicable)
- A summary of any communication with the customer regarding the double order.
- A summary of the order history, from the merchant
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