OutdoorPay - Handling Chargebacks

What is a Chargeback?

• A credit card chargeback is a process that allows a buyer to dispute a transaction and potentially receive a refund from the credit card issuer.
• Chargebacks are typically used when a buyer identifies a transaction on their credit card statement as unauthorized, fraudulent, or problematic in some way.
• Chargebacks do not guarantee a refund, as the outcome depends on the evidence and circumstances surrounding the dispute.

How does the Charegeback process work? 

What should I submit to contest a chargeback?

Sellers should provide the following to contest chargebacks, where applicable:

• A dispute letter with a detailed account of how the transaction took place
• Proof of Delivery or any other Tracking Information
• Any communication between the Buyer and Seller
• FFL Transfer Paperwork, if applicable
• Any communication between the Seller and FFL, if applicable
• Other items GunBroker.com Customer Service CAN help a seller source like:
  • Invoice/Sales Receipt
    
  • Seller policies and listing details including the stated return/exchange policy and any notable/applicable Terms and Conditions
  • The GunBroker.com User Agreement

Do I need to include a dispute letter? What should it contain?

To make disputes as easy and effective as possible, we highly recommend including a dispute letter created from this helpful template like in the example shown below:

Note: while the template is in .docx format for editing, you'll need to Save a Copy as a PDF (*.pdf) to submit it through the OutdoorPay Portal, as shown in this MS Word screenshot:

What other document examples are available?

GunBroker.com Invoice:

Shipment Tracking Details:

GunBroker.com Sales Order

Chargeback Best Practices

• Documents should be submitted as soon as possible and always within the timeframe provided. The more comprehensive and organized your documentation, the stronger your case will be.
• Sellers should reach out to the buyer and inquire about why the chargeback was initiated. This communication can also be documented and submitted as a response to the chargeback.
• Sellers should ask the buyer to reverse the chargeback before offering to rectify the situation via other methods.

How do I manage and dispute chargebacks?

The OutdoorPay Portal allows sellers to manage all chargebacks in one convenient location via My GunBroker > Account > Open Portal.

Once in the portal, select Dispute Management to show all transactions within the selected dates currently or previously in dispute.

Select the 👁️ (eye) icon next to any dispute to reveal the Dispute Overview with additional details and the Challenge Dispute button.

Select Challenge Dispute, then Yes to proceed.

New fields are then shown to submit the necessary documentation.

Important notes:

• Once evidence is submitted, it's not possible to correct mistakes
• Under the comment box, explain in detail why the dispute should be denied to the buyer. This can include the same details provided in the dispute letter (as detailed above), which should also be saved as a PDF and attached as a separate document - if editing in MS Word select Save a Copy > PDF (*.pdf).
  
  
• Upload proof by selecting Add Files and uploading files saved to your computer
• Supported files: JPG, PNG, PDF; no more than 2MB each file
• Review and select Submit when complete

Files successfully attached:

What are the various dispute states? 

There are four distinct stages through which a dispute can progress:

• Open - Signifies that a chargeback was initiated by the buyer; seller has the option to challenge
• Disputed - Seller has challenged the dispute
• Won - Seller has won the dispute which is now settled in their favor
• Lost - Seller has lost the dispute which is now settled in the buyer's favor