ChargePay Dispute Chargebacks

Oct. 30, 2024

Running two online stores, I thought I'd found a solution when I discovered ChargePay. After testing it on both stores, I have some feedback and insight Automated chargeback, a dashboard to monitor disputes, PDFs generated to combat chargebacks, etc.. But several issues emerged that need addressing. Here's what happened: On one store, we had a standard credit card chargeback. On the other, a customer made a PayPal enquiry about an address issue which we resolved over the phone ourselves. ChargePay didn't submit anything to PayPal, yet still charged their fee. When I questioned this, their dashboard showed they'd handled everything (they hadn't) and support was frustratingly unhelpful. Main Issues: - Zero control over which disputes they handle - Support feels automated and takes ages to address problems and ends up ignoring the concerns - Dashboard claims they're doing work they haven't actually done - You're charged even when they don't submit anything Hopefully helpful feedback on improvements: - Let merchants choose which disputes to automate - Faster, more helpful support that actually solves issues - Be transparent about what actions they've actually taken - Give merchants more control over the process As a new app since 2023, there's room for improvment. While automated chargebacks sounds great, this isn't quite ready yet. I'd wait until they sort these issues out. If you do install it, carefully track what they actually submit versus what they claim credit for.