Chargeback-Fired

Customer: “Hi, I need to dispute a charge on my card. It’s from a nail salon, but I never got any service there.”

Me: “Alright, ma’am. Let me pull up your account.”

After going through the security stuff, I can see that this is the third charge she’s disputed in the last six months.

Me: “Can you confirm the date of the transaction?”

Customer: “It’s [date]. I wasn’t even there! I’ve been scammed!”

Me: “The salon was called [Nail Salon], correct?”

Customer: “Yes! That’s the one! Total fraud.”

More than a little suspicious, I put the customer on hold while I looked up the company’s website. It seems legit, and they even have a link to their Instagram page. I look at maybe the first ten images or so, and then see something that sparks my interest.

Me: “Thanks for holding, ma’am. I just needed to check a few things, such as the nail salon’s Instagram page.”

A pause.

Me: “If you look at the ninth image posted, you will see the caption says ‘Thanks to [Customer’s Name] for trusting us with this design.’ Those are some gorgeously pink nails, by the way.”

Another pause.

Me: “If we were to contact the nail salon about that specific customer, what information would they give us?”

Customer: *Click.*

I sighed, and forwarded her account to the fraud department. I wish that nail salon were local to me, they do good work!