Need Some Advise Please

Thistledown

I have a customer who is cancelling payment after items were shipped. This results in loss of items and the shipping on them, as well as a $15.00 service charge from Stripe. One of the reasons is that the seller cannot insist the charge was legitimate because we don't have the customers direct email address. A. What should I do? Flag the customer and move on? B. How do we get the customer's email address if we did want to respond to the dispute?

I did try to contact the customer to see why they flagged the charge as fraudulent, but no answer has come. What are your solutions for such cases?

Any advise would be appreciated. I have had 539 sales on this platform. This is the first time I have had an issue.

Lawrence

Could you clarify the issue with the customer email address requirement? If you go to the contact tab of the customer, there is an email address there you can use

Thistledown

I am not sure that the internal Brick Owl email address will suffice, but if you think it will work I will try the email address provided in the contact tab. Please see the screenshot from Stripe's resolution page to see if it clarifies my question. If the answer is as easy as that then we are good to go. Thanks for your quick reply.

Lawrence

Ah I see, okay, we will contact you in relation to that