Effective Date: [14/7/24]
Introduction
At Loaded Dice, we are committed to providing a fair and transparent shopping experience for our customers. We understand that chargebacks are a consumer protection mechanism. However, we take chargeback fraud very seriously. This policy outlines our stance on chargeback fraud and the steps we take to protect our business and customers.
Definition of Chargeback Fraud
Chargeback fraud, also known as friendly fraud, occurs when a customer disputes a legitimate transaction through their card issuer with the intent of getting the item or service for free. This can involve:
- Claiming an item was not received when it was.
- Claiming an item was returned without having actually returned it.
- Claiming an item was defective or not as described without proper justification.
- Falsely stating a transaction was unauthorized.
Our Commitment
- Transparency: We ensure all transaction details are clear and accurate, including descriptions, prices, and terms of sale.
- Customer Support: We provide robust customer support to resolve any issues or disputes quickly and fairly.
- Data Security: We employ advanced security measures to protect customer data and prevent unauthorised transactions.
Reporting and Investigating Chargebacks
- Notification: When we receive a chargeback notification, we will inform the customer via email or phone.
- Investigation: We will thoroughly investigate the chargeback claim by reviewing transaction details, shipment records, communication logs, and any other relevant information.
- Response: Based on our investigation, we will respond to the chargeback with evidence to support or refute the claim.
Consequences of Chargeback Fraud
- Dispute Process: If we find the chargeback to be fraudulent, we will contest it with the card issuer, providing all necessary evidence to overturn the chargeback.
- Account Actions: Customers found engaging in chargeback fraud may have their accounts suspended or terminated, and may be banned from future transactions with Loaded Dice.
- Reporting: Any attempts successful or not will be reported to Action Fraud.
- Legal Action: We reserve the right to take legal action against individuals who commit chargeback fraud to recover lost revenue and associated costs.
Prevention Measures
- Verification: Implement advanced fraud detection and verification processes during the checkout process.
- Education: Inform customers about what constitutes legitimate chargebacks and the potential consequences of fraudulent claims.
- Record Keeping: Maintain comprehensive records of transactions, communications, and shipment confirmations to support dispute resolution.
Customer Responsibilities
- Accurate Information: Provide accurate and complete information when making a purchase.
- Communication: Contact our customer service team to resolve any issues before initiating a chargeback.
- Honest Claims: Only file chargebacks for legitimate reasons and provide truthful information to your card issuer.
Contact Information
For any questions or concerns regarding this policy, please contact our support team at:
- Email: customerservice@loadeddice.uk
- Phone: 01446 789 088
- Mail: 28 Holton Rd, Barry, CF63 4HD
Policy Updates
We reserve the right to update or modify this policy at any time. Any changes will be posted on our website and will be effective immediately upon posting.
Loaded Dice is committed to maintaining a trustworthy and secure environment for all transactions. Thank you for your cooperation and understanding.