Collaboration Chargebacks

When a consumer dispute chargeback is initiated for an order you have processed and fulfilled on the Fruugo platform, the liability for the chargeback will automatically be assigned to the retailer.

Examples of consumer dispute chargebacks include:

· Merchandise not as described, defective, or unsatisfactory

· Merchandise not received

· Credit not processed

· Counterfeit merchandise

However, if the retailer can provide compelling evidence that meets the required criteria, Fruugo will make every effort to defend the dispute on your behalf. We will reach out to you via email to request this evidence. You will have up to 3 working days to respond; failure to do so will result in expiring of your right to submit evidence.

What is Compelling Evidence?

Each chargeback situation is unique, so the evidence required will depend on the specific 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 showing that the customer is in possession of or using the merchandise

· Certificate of authenticity for counterfeit claims

**For delivered merchandise, proof of delivery (POD) documentation must confirm that the item(s) were delivered to the exact physical address provided in the original Fruugo order. While a courier tracking link might have been previously supplied, it does not contain the necessary details that may be used for compelling evidence due to GDPR restrictions. We require a full copy of the POD, which is accessible only to you as the sender, showing the customer’s name and full delivery address.

We recommend using your best judgment when selecting the most relevant and supportive evidence for the claim. The more evidence you can provide, the stronger the defense will be. There is no limit to the amount of evidence you can submit. Each file should be no larger than 1 MB and in PNG, JPG, or PDF format.

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).

Frequently Asked Questions

How long does it take for a customer to file a chargeback?

Customers can typically file a chargeback within 180 days of the transaction. However, in some cases, chargebacks may be initiated beyond this period depending on the policies of the card issuer. Due to this potential for delayed chargebacks, we recommend that you retain shipment information, tracking reference numbers, and proof of delivery documents for at least 180 days, or longer if possible.

Should I refund the transaction?

Please do not issue a refund for a transaction that is under dispute. The chargeback process is manual, and refunding a transaction does not automatically cancel an existing chargeback. If you refund a transaction that is also subject to a chargeback, you may lose the disputed amount twice.

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.

What should I do if the parcel has not yet been delivered but is still within the delivery timeframe?

If the parcel has not been delivered yet but is still within the expected delivery timeframe, please provide us with proof of shipment. This documentation should include as many details as possible, such as:

· The date the parcel was shipped

· The shipping method used

· The tracking number

· The expected delivery date

· Any relevant updates from the courier

This information will help us demonstrate that the order is in transit and within the agreed timeframe.