Unauthorized Chargebacks

These occur when a cardholder reports a transaction as unauthorized. This often happens if their payment details were stolen, lost, or used fraudulently. The cardholder then disputes the charge with their bank, claiming they didn’t approve the transaction.

Fruugo handles unauthorized chargebacks for all payment types. This means we investigate the claim, communicate with the bank, and try to recover the funds. However, if we specifically asked you to cancel an order before dispatch and it was shipped anyway, you might be responsible for the chargeback. In this case, Fruugo may not be able to cover the financial loss, and the liability could shift to you.

In most cases, Fruugo manages the entire chargeback process, so there’s no action needed from your side. But sometimes, we might ask you for additional details like proof of delivery (POD) to support our case. The more detailed the POD (like full delivery address, GPS coordinates, a photo of the package at the customer's address, etc.), the better our chances of disputing the chargeback.

Frequently Asked Questions

1. How will I know if there is a fraud dispute on one of my orders?

Usually, Fruugo handles fraud disputes behind the scenes. If we need more information from you, we’ll email you with the details of the chargeback and any documentation we might need, like proof of delivery.

2. Why might Fruugo ask for documentation if they are handling the chargeback?

Even though Fruugo takes on the liability, we might still request documentation to strengthen our case against the chargeback. Providing detailed documentation can help us manage dispute and challenge the chargeback effectively.

3. What should I do if an order has been dispatched but not delivered yet?

If possible, try to recall the parcel by contacting your courier service as soon as possible. If the item is returned, mark it as "returned" in the Retailer Portal (MC2), and we’ll reimburse your commission. If recalling isn’t possible, provide proof of shipment which may include tracking information, customer name and delivery address, the date of dispatch, and any other relevant shipping documentation that can support case.

4. What happens if Fruugo loses a fraud dispute?

If we can’t successfully dispute a fraud chargeback, Fruugo will absorb the financial loss. The retailer won’t be held liable, as part of our commitment to managing these disputes on your behalf.

5. Will a fraud chargeback affect my standing with Fruugo?

No, as long as you’ve complied with our policies, fraud chargebacks won’t negatively impact your performance metrics with Fruugo.

6. How long does the fraud dispute process typically take?

The timeline can vary depending on the complexity of the case and the payment provider involved. It is not usually necessary for us to update you throughout the process, but if you would like to be notified of the outcome once it is resolved then please ask us by reaching out to fraud@fruugo.com