Guide To Dispute Resolution

A chargeback occurs when a customer disputes a payment and contacts their payment provider or card issuer to reverse the payment (refund).

Chargebacks are usually categorised in 2 ways;

  • Fraud chargebacks

  • Collaboration (consumer dispute) chargebacks

Fruugo bears the responsibility for payment related fraud chargebacks for all payment types, except where Fruugo has instructed an order be cancelled pre-despatch.

When a collaboration (consumer dispute) chargeback*, is raised against an order that you have processed and fulfilled on the Fruugo platform, we will automatically assign liability for that chargeback to the retailer.

*Examples of Consumer Dispute chargebacks

• Not As Described or Defective Merchandise / Product Unsatisfactory
• Merchandise Not Received
• Credit Not Processed
• Counterfeit Merchandise

However, where the retailer can provide suitable compelling evidence that meets the required criteria, Fruugo will endeavor to defend the dispute on your behalf. We will contact you by email to ask for your compelling evidence, you will be given a maximum of 3 working days to respond, after which your right to submit evidence will expire.

What is compelling evidence?

Every chargeback is different, so the evidence you provide will vary depending on the reason for the chargeback and the documents you have available.

Helpful items may include, but are not limited to:

• Correspondence between you and the customer
• Proof of delivery**
• Copy of customer ID as proof goods were picked up at the courier location
• Documentation to prove the customer is in possession of or using the merchandise
• Certificate of authenticity where counterfeit claims are made

**where merchandise has been delivered, proof of delivery documentation (POD) must show that the item(s) was delivered to the same physical address as was on the original Fruugo order. You may have previously provided us with a courier tracking link, but for GDPR reasons this does not display the information we need. We require a full copy of the POD that is available only to you, the sender. This will show the customer name and full delivery address.

We recommend using your best judgment when choosing the supportive evidence that you believe meaningful to the claim. The more evidence you can provide, the better, there is not a limit to the amount. Each file should be at most 1 MB in size and either a PNG, JPG, or PDF.

We will include Fruugo’s terms of service where appropriate.

Please be informed that if the requirements of compelling evidence are not met, Fruugo reserves the right not to defend and accept the case (with liability to the retailer).

Chargebacks are usually filed within 180 days of the transaction, but in some circumstances, they can be filed beyond this time-frame as well. Therefore, we suggest you retain your shipment information, tracking reference numbers, and proof of delivery documents for a minimum of 180 days - or longer if possible.

Should I refund the transaction?

Please do not refund a transaction that you have been notified is in dispute.

The chargeback process is manual. Refunding a transaction does not automatically cancel any existing chargeback. You will still be debited the disputed amount, so you could lose double the amount of the original transaction if you refund a transaction that is also charged back.

Accepting a chargeback indicates you don’t wish to take any further action (it doesn’t necessarily imply you agree with the cardholder’s claim). If you wish to accept a chargeback and issue a refund to the customer, please just reply to our message to confirm and we will deal with the administration appropriately.