I had this customer order a script of our website on november 24th. It is our business practice to manually verify each order.
Thus, I checked the IP and it matched his home state and when ordering through our system, the customer has to enter the 3-digit CVV2 number on the back of his card in order for the AUTH transaction to get approved.
So now he had access to our members area and thus the ability to download our script and utilize it.
Now he has iniated a chargeback claiming "Fraudolent Mail/Phone Order"... He must be a real smart one. I thought before you issue a chargeback, you are required to contact the company who charged your credit card and try to resolve the issue by requesting a refund. And yes, our phone number is listed with our business name on a customers billing statement.
So anyways, he never contacted us and now we have to pay a $25 fee for the chargeback. I called my merchant and he said well that is a risk you take when accepting credit cards online.
Lately now I've been calling each customer who placed an order to confirm that he did order it... but that won't help either as he could just lie and say I never ordered it. So the only way out is requesting a signature of the customer... does anyone have any suggestions?