False claims of undelivered orders and improper chargebacks: how to protect yourself
A bad-faith customer says they didn't receive it, or disputes the payment after receiving. See how to protect yourself with records and processes in delivery.
Most customers are honest — but it only takes one bad actor for you to take a loss: the "I didn't get my order" (after receiving it) and the bad-faith payment dispute (chargeback). The defense against both is the same: records. Whoever documents the order can prove it.
The two most common schemes
- "Didn't receive it": the customer gets the order and still claims it never arrived, asking for a refund or a re-send.
- Improper chargeback: after receiving, the customer disputes the card charge claiming they don't recognize it.
Why records are your defense
Without proof, it's your word against the customer's — and you lose. With records, you show the order existed, was paid, and was delivered.
What to record on every order
- Order details: items, amount, time, address.
- Status and timestamps: confirmed, in preparation, out for delivery, delivered.
- Delivery proof: confirmation of receipt and, when possible, a photo/signature.
- Customer history: previous orders help spot a suspicious pattern.
- Conversations: keep the agreed details (address, instructions) in writing.
Processes that reduce the loss
- Online payment with a trail is more defensible than loose cash at the door.
- Confirm delivery in a standardized way (not "verbally").
- For high-value new customers, double down on confirmation.
How Quickap helps
In Quickap, every order is logged in the dashboard: items, amount, timestamps, and status, with payment via Mercado Pago leaving a trail. That history is exactly the proof you need to dispute an "I didn't receive it" or a bad-faith chargeback. Less loss, more backing.
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