Returned payments and chargebacks can be a real headache for e-commerce sellers. 

Unlike standard refunds (where the buyer returns goods with a valid reason), returned payments don’t require justification and can either be genuine or fraudulent. A high number of returned payments – regardless of authenticity – can seriously erode an online seller’s profit margins. 

You might regularly attract negative reviews from customers who say they didn’t receive their products. As an off-shoot of bad reviews, sales figures fall, creating a vicious cycle that can be difficult to escape. What can you do as an e-commerce seller to provide a better service and reassure customers? The first step is realising when you are (and aren’t) at fault.

In some cases, returned payments and chargebacks may occur due to circumstances outside of your control. For example, scammers might be abusing buyer protection policies and posing as legitimate customers. Alternatively, your supplier may not have the correct export licence paperwork, causing Chinese regulators to block your payments.

In this article, we offer tips on how you can spot potential scammers and avoid return payments from the Chinese market. 

Buyer and seller protection policies aren’t foolproof

Trust in the e-commerce industry has never been higher. Thanks to secure payment processing, and FSCS protection, consumers have fewer concerns about buying from online sellers. 

Major payment sites like Paypal also have buyer and seller protection policies that make it easy for users to get their money back if something goes wrong. However, dispute systems often use automation to process their queries, making it easier for unscrupulous buyers to find loopholes in the returns process and exploit online sellers. 

For example, you might sell a high ticket item to a customer using Paypal. The buyer provides an invalid shipping address, so the shipping process fails after several delivery attempts. The customer then contacts the shipping company directly and arranges a new delivery to a valid address. A few days later, the customer requests a chargeback from the seller, claiming their shipment never arrived. 

In this case, as the seller, you only have proof of an invalid shipping address, making it difficult (but not impossible) for you to dispute the claim and suggest that you may have been scammed. In this case, you would need to make sure that you are signed up for a seller protection program. 

Unfortunately, dispute processes take time and can interfere with your company’s cash flow. Additionally, you might not get the resolution you want. It’s generally much better to try to minimise scenarios like this from happening in the first place. 

Verify your customer’s information before shipping

As an online seller, you should always practice good cybersecurity and be vigilant regarding suspicious orders. Here are some customer service issues you may want to look out for: 

• Don’t allow customers to make partial payments for one item over multiple accounts. Partial payment requests could signify that the customer intends to make a refund request on one of the accounts
• Check that the billing address matches the shipping address, and verify that both addresses are valid using a postcode checker
• Ensure that the recipient signs for their delivery when selling an expensive item
• Always check the email address of customers who contact you with customer service requests. Make sure it matches the customer’s original sales confirmation email. If it doesn’t, it could be a sign the buyer’s account has been hacked
• Block customers who you suspect might be scammers. In many cases, scammers target the same e-commerce seller multiple times