Chargebacks happen when a customer disputes a charge with their bank. This does not always mean fraud. In many cases, disputes are caused by confusion, delivery issues, or product concerns that can be resolved directly with the customer.
Taking action quickly gives you the best chance to recover the funds and protect your payment processing account.
Step 1: Try to Contact the Customer
As soon as you receive a chargeback, your first step should be to reach out to the customer.
Many disputes are caused by:
Receiving the wrong product
A missing item
A defective product
A family member not recognizing the charge
A delayed or misunderstood delivery
If you can get in touch with the customer and resolve the issue, you may be able to refund the order and ask them to rescind the dispute with their bank. When a customer withdraws their dispute, the chargeback is closed and does not count against your account.
Step 2: Collect Your Evidence
If the dispute is not immediately resolved, gather everything related to the order. You will need this to submit your chargeback response.
Be sure to collect:
Screenshot of the Order Details
Screenshot of Order Tracking
Found in Order Details > Delivery > Track on Uber DirectScreenshot of the Payment
Found in Order Details > Payment > View
(You will need to log in to your payment provider, such as Frame Payments, Stripe, or Nexio)Screenshots of any communication with the customer, including texts, emails, or in-app messages
Security camera footage or images for pickup orders, showing the customer collecting the order
Anything else that helps prove the order was delivered to the correct person
The more complete your documentation, the better your chances of winning the dispute.
Step 3: Submit Your Evidence to Your Payment Provider
Chargebacks are handled by your payment processor, not SauceyDirect.
Log into your payment provider’s dashboard and upload all of the evidence you collected. Each provider has its own dispute portal:
Frame Payments
Stripe
Green Payments/Nexio/NMI
Submit your response before the deadline shown in the chargeback notice. Missing the deadline results in an automatic loss.
Step 4: Make Sure Fraud Management Is Enabled
If you have received a chargeback, it is important to make sure your Fraud Management tools are turned on and properly configured.
Fraud prevention helps stop:
Stolen card orders
Card testing attempts
Repeat fraud customers
Address mismatches and risky devices
Without fraud rules enabled, the same bad actors can continue placing orders, leading to more chargebacks and greater risk to your payment account.
You can enable or review your Fraud Management settings from your SauceyDirect dashboard. Stores with higher chargeback volume should use stricter settings to block high risk orders before they are completed.
Why Chargebacks Matter
Every chargeback impacts your standing with card networks and processors. High dispute rates can lead to:
Higher processing fees
Funds being held or delayed
Account restrictions
Termination of your merchant account
Even when fraud is not your fault, disputes still count against your business. This is why responding quickly and providing strong evidence is so important.
Need Help?
If you are unsure how to pull order details, payment screenshots, or tracking information, reach out to SauceyDirect Support. We can help you locate what you need so you can submit the strongest possible case.