A chargeback is a dispute of a transaction by the cardholder. Merchant/Retailers are liable for all chargebacks.
Funds are withdrawn from the merchant's bank account and credited to the consumer's card statement. Because of this please ensure that sellers DO NOT issue any refunds on chargeback cases, this need to be done manually by MyDeal to ensure the customer is not refunded twice. If a refund is required for a chargeback please advise MyDeal so we can make the appropriate adjustments.
There are two categories of a chargeback, customer service and fraudulent order. Our sellers are fully liable for any Customer Service related chargebacks. MyDeal will however protect our sellers on fraudulent transactions if the required details are provided.
MyDeal will always reach out on chargeback cases and advise what further details or actions are required from our sellers. Below sellers can see the possible outcomes of both case categories.
Fraudulent order Chargebacks.
Pending Order
Cancellation request submitted. If cancellation is possible please reply back to the email received from MyDeal and confirm. Please do not issue any refunds.
Orders In Transit
RTS request will be submitted, please advise MyDeal of any RTS/Initial shipping fee. If the order is a fraudulent transaction, MyDeal will cover the loss of the shipping incurred by our sellers.
Orders Delivered
Proof Of Delivery (POD) is required. Please note that the bank will not accept tracking updates they will only accept the POD. POD is required in 3 business days and MyDeal will accept the loss of this evidence can be provided.
If no POD is provided by our sellers, MyDeal will not be held liable for the outcome decided by the bank.
Customer Service Chargebacks
A Customer Service Chargeback is when the cardholder has raised a dispute regarding a service-related issue. i.e non-delivery, missing parts, faulty item etc.
MyDeal will not be held liable for the outcome decided by the bank.
MyDeal will always reach out to advise that a Customer Service Chargeback has been raised and link the seller to the customer. We will request the relevant supporting evidence to provide to the bank. However, our sellers are responsible for resolving the issue with the customer directly.
Please note:
- MyDeal understands that sellers have their own policies, however, when a complaint is lodged with the customer’s financial institution, all sellers must follow the requirements set by the bank.
- Sellers must be able to provide proof of delivery and shipping, and requests for additional information to MyDeal if requested.
Related articles:
What is an ON/OFF HOLD order status? What if I dispatch the order while the status is still on hold?
How does MyDeal check for fraudulent orders?
How does MyDeal handle verification of customers and fraud orders?