$4,200 chargeback. Yikes.

★★★ signal-strong r/shopify · ↑ 125 · 💬 78 · 2025-05-08 · kw: hours every day · open on reddit ↗

Tool

none

Issue

UK merchant lost $4,200 high-ticket sale to chargeback fraud via parcel forwarder after passing verification (customer ID check, delivery confirmation, UPS brokerage clearance); customer claimed 'product not received' 15 days post-delivery with zero prior contact.

Cost

$4,200

Recommendation

Disallow parcel forwarding services without legal agreements; obtain GPS/signature proof from carrier immediately; file police report; use chargeback dispute services (Disputifier mentioned); file insurance claim for porch piracy; provide carrier delivery confirmation and customer verification evidence in chargeback response

Date context

2025-05-09; chargeback occurred 15 days post-delivery

extracted with

anthropic/claude-haiku-4.5 · 2026-05-08

Body

We are UK based and had a customer from Canada purchase a high-ticket item with their address being a US parcel forwarder. Because the value was high and a parcel forwarder was involved, I contacted the customer to verify our security identifier with their bank and asked for ID. Everything checked out: they provided a Canadian ID, and I saw a previous abandoned checkout from them using a Canadian address. We sent it signed and delivered, thinking we were done. They handled the UPS import documentation too, so it even passed UPS brokerage security checks (for a non-US resident, this is actually quite a lengthy process, and requires lots of sensitive information such as SSN/SIN). Then, 15 days later, boom: chargeback for 'product not received.' We’d had zero emails or live-chat messages from them, so it came completely out of the blue. Firstly, I'm an idiot for even going through with this. You can say it a million times in the comments, and it will be well deserved. If you come across this post on Google, don't be like me. Here’s the thing: when I reached out to the forwarder they were incredibly helpful, basically oversharing everything. They confirmed the package was delivered, gave me the name of the recipient (which matches the customer’s), their forwarding address, a scanned delivery log, and even an export log showing it was dispatched to the customer’s Canadian address, the same one from that abandoned checkout. I’m know it's not looking good regardless, but how would you approach the chargeback response? For this value I’m also considering legal action, especially since we now have a confirmed address. The customer seems to be real in every sense, but just wants a free product and is taking a chance on a chargeback. I don't even know how to approach the chargeback too. Would you even mention a freight forwarder involved, or just say parcel was delivered and provide proof?

Top comments (9)

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[score=76] ajmpits

We recently went through a similar charge back albeit for a much lower amount - it was the principle and the client was a non-profit. In short we were asked to deliver to the customers friend who was in a London hotel. Delivery was sent by tracked and signed. Out of the blue we got the chargeback and we reached out to the customer asking if it was a mistake. Started collating all the emails tracking number proofs and replied to the chargeback email saying we did everything on our part and the parcel was delivered as expected to the hotel’s reception. If the customers friend didn’t pick it up or whatever reason we shouldn’t be expected to be penalised. A few days ago, and after three weeks of lodging out evidence, it was found in our favour. Would suggest doing the same and getting as much proof written by the forwarder and send it all. Good luck

[score=26] marcianitou

Why did a canadian customer ship from UK to a US forwarder? Do you not ship to Canada? File a police report Ask forwarder if they can share video or signature from pick up (provide police report #) For less than $4200 u could fly to Canada and say hi to the scammer...

[score=17] ThePracticalDad

Let me guess, AMEX? I had a customer years ago, ordered a $5000 item. Disputed. Admitted to AMEX they ordered it. Admitted they received it. They only said “we don’t understand the charge.” Amex upheld the chargeback. We don’t take AMEx any more

[score=16] badnewssssss

I have just stopped allowing Parcel Forwarding services. I know it’s tempting as the orders tend to be larger but it’s just not worth it unless you can make some sort of legal agreement beforehand.

[score=14] Key_Grapefruit_8650

So I have insider info...ask UPS to provide the GPS info for that tracking number at the time of delivery. You will need to do it quickly. The best way to get the info is calling the hub that dispatched the driver for that route aka "the hub". They will give you a print out. Also file a police report by calling the police department that services that customer address and tell them what's going on. An item not received, if you insured it, should also be covered by your insurance on the package under porch piracy. The police report will be required by UPS and will also trigger fear in that thief. There's more, but follow these steps ASAP! ***Also adding, be sure to include the call to customer dates and times. Whenever you call or email a customer, be sure to add it to the customer order history. Which can be attachments and notes if what was said or done and what the customer sent etc. if the customer responds add that to the order history too. The order history is a lot of events for that transaction, not just the payment info. Also, get the IP address info from the credit card processor, get the screen shot of it from there, Shopify, the other order they started, etc. you can also check a reverse IP address website and see if they used a cloaker to hide the IP kinda like a VPN. If it comes back as a batch to their home address or their phone number IP, it proves they made the charge. Also note to the credit card that the customer chose to use a "paid personal mail box" to accept the package and the business handed it to the customer after they provided their own ID as proof of who they are which matches the name on the credit card. always setup credit cards so that the purchase delivery address matches the credit card holder address and signature required for anything over $100.

[score=13] Cupcakegirl2400

This is why I pay disputifier the way they fight charge backs is amazing !

[score=10] riles9

we had a chargeback once (only for like $100) where we had a delivery confirmation, so i emailed the customer to inquire about the chargeback, and they bounced back to me explaining that the absolutely loved the product, and that the chargeback was initiated in error. so i forwarded this email from the customer, alongside their account information (verifying it was from the same email address that we had on file), and the delivery confirmation - and the credit card company still denied my dispute. these credit card companies are horseshit.

[score=7] coalition_tech

When drafting your response, focus on making your major points and proof claims as early as possible and as plainly as possible. We've seen merchants lose very conclusive responses based on a more clumsily worded and structured response.