On September 18 Nancy McCunn ordered an expensive rifle scope from our online business requesting it ship to her home business address. Per our standard protocol we verified the address on her order matched her credit card billing address - it did. We verified the telephone number given on the order matched her home business telephone number and again an exact match. We even searched the IP address of the computer placing the order and it correctly routes to her hometown. Everything on the order matched Nancy McCunn's business address, business telephone number and an IP address in her area. We shipped the order immediately and it was received on 09/24 at her home business.
A few days after delivery Nancy called our store claiming she never ordered anything from us. We said no problem just return this merchandise for a full refund. She was screaming on the phone that she's not returning anything and we asked to verify her email so we could send her an RMA number and she said, "I'm not giving you a damn thing you can mail the return paper work to my address". We mailed an RMA number to her immediately and never received the merchandise back.
On December 4, over 2 months since the merchandise was received, we received a chargeback notice from Nancy's Credit Card Bank for this $124.12 rifle scope she ordered. We were shocked. She never sent the merchandise back and is now demanding her money back? We responded with proof of delivery, a copy of the RMA information we mailed to her and explained how all the order information matched exactly to Nancy McCunn's business/home information. After several rebuttals and a $25 chargeback fee to our account, the Credit Card Bank returned our money less the $25 chargeback fee. We thought this was the end if this nonsense.
On February 4 we received another chargeback notice (and billed another $25 chargeback processing fee) by Nancy McCunn's Credit Card Bank and again the $124.12 was removed from our Bank account. We called our Merchant Bank and explained that Nancy McCunn ordered this merchandise, received it and has made NO ATTEMPT to return it and she is still disputing payment for it? We've been in business 20 years and never lost a dispute where the merchandise was delivered to the credit card billing address, the cardholder refused to return the merchandise and was granted a full refund. She has effectively not only stolen the merchandise but cost us an additional $50 in chargeback fees.
Our last conversation with the Merchant Bank said that because she signed a form saying she never ordered the merchandise that she can keep the order and doesn't have to pay for it. We have the option to sue her in civil court for our money which we fully intend to do. We will spend $1000 to teach a con-artist a lesson about stealing $125 from our business.
Anyone doing business on the Internet or even in person knows you don't keep merchandise and revoke payment. That is the practice of a thief. To this day she still has this $125 order and hasn't paid for it.
I'm sure we're not the first business she's ripped off and wanted to get the word out to those that do business with her to be very careful. She knows how to use the system to defraud online merchants even when merchandise is shipped to her confirmed business address.
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