How To Deal With Chargebacks

A chargeback happens when a buyer disputes a charge with their bank or credit card company, which typically results in the funds being temporarily pulled from your account until the dispute is resolved.

Chargebacks are a common part of doing business online, they affect sellers across all industries and platforms. Unfortunately, even when you've followed all the rules, they can still happen. This guide will help you understand the chargeback process, respond effectively, and know how MorphMarket can support you.

What is a Chargeback?

A chargeback happens when a buyer disputes a charge with their bank or credit card company. This typically results in the funds being pulled from your account until the dispute is resolved.


Common Reasons Buyers File Chargebacks:

  • "Item not received."
  • "Item not as described"
  • "Unauthorized transaction"
  • "Refund not issued"

Note: Even if the buyer agreed to your terms or simply changed their mind, you still need to formally respond with evidence to fight the chargeback. Failing to respond will almost always result in an automatic loss of the dispute.


Note: While many chargebacks stem from misunderstandings or errors, not all claims are made in good faith. Unfortunately, some buyers submit chargebacks dishonestly, misrepresenting the facts of the transaction.

What to Do if You Receive a Chargeback


If a buyer files a chargeback:

  • The seller should immediately complete a MorphMarket Incident Form, providing:
    • Payment details
    • Proof of shipment or delivery

    • Message history and screenshots

      MorphMarket will then attempt to contact the buyer to understand and resolve the issue.


If the chargeback is found to be unwarranted or abusive, the buyer’s account will be:

    • Immediately removed from the platform
    • Blocked from creating new accounts until the chargeback is resolved

Note: Even if a chargeback is resolved in your favor through your payment processor, completing the Incident Form ensures we can track and take action against repeat offenders.

Request a Documentation Packet from MorphMarket

MorphMarket can provide:

  • Message Transcript – Timestamps of all communication between you and the buyer
  • Original Listing Snapshot – Description, images, price
  • Store Policies Snapshot – Policies the buyer agreed to at the time of sale
  • Delivery/Shipping Info – If available (especially if you used MorphMarket Shipping)
  • Sale Confirmation – Details of the completed transaction
  • Buyer’s Public Account Info – MorphMarket can also share all public details the buyer has on their profile, such as location, contact details, and any entered name or social links.

Tip: You can also view the buyer’s public profile yourself by clicking their username in the message thread. This may provide helpful context when preparing your dispute.

Build a Strong Chargeback Response

Submit your dispute through your payment processor with the following:

  • Proof of delivery – Tracking number, carrier, and delivery confirmation
  • Photos or video – Of the animal packed and ready to ship, or delivery drop-off
  • Message history – Screenshots of buyer confirming receipt or discussing condition

  • Terms and Policies – Show the buyer agreed to your policies, by sharing the following with your payment processor.

    MorphMarket inquiries are initiated through a structured messaging module where buyers must explicitly confirm that they’ve read and agreed to the seller’s Store Policies.


Suggested Statement to Include in Your Chargeback Response:

“All inquiries and transactions on MorphMarket are initiated through a module where the buyer must specifically agree to the seller's Store Policies. Without agreeing, the inquiry could not have been created and the transaction would not have occurred. The fact that it did occur is due to the buyer agreeing to my Store Policies at the time of inquiry.”


Sample Chargeback Response Packet

To Whom It May Concern,

I am submitting evidence to dispute a chargeback filed by [Buyer's Name] for the transaction dated [MM/DD/YYYY] in the amount of [$XXX.XX].

This was a completed, legitimate transaction for a live animal purchased through MorphMarket, a third-party marketplace. Below is a summary of the evidence supporting my case:

  1. Buyer initiated the transaction through a MorphMarket inquiry, where they were required to agree to my Store Policies before contact was allowed.
  2. The animal was shipped with tracking and confirmed delivered.
  3. The buyer and I communicated through MorphMarket’s internal messaging system, where they acknowledged receipt and made no complaints.
  4. Photos and documentation show the animal was as described at the time of shipment.
  5. My refund/return policy was clearly disclosed and agreed to prior to the sale.

Please find attached the following evidence:

  • Proof of delivery with tracking
  • Screenshot of listing, my Store Policy and policy agreement checkbox
  • Copy of listing description and images
  • Messaging transcript
  • Invoice/receipt

Sincerely,

[Your Name]


Attachments to Include

  • Proof of Delivery
    • Carrier: UPS, FedEx, or USPS
    • Tracking number
  • Screenshot of “Delivered” status
    • Include signature confirmation, if available
    • If available, show the delivery location (e.g., “Front Door,” “Reception Desk”).

Note: This is often the most persuasive evidence in your favor when disputing a chargeback. Your goal is to show that the animal was successfully delivered to the buyer at the address they provided.

  1. Photos or video

  • Show the animal listing page: image, price, description

  1. Store Policy Agreement Screenshot

  • Screenshot of the MorphMarket inquiry form showing the checkbox that reads:

    “I have read and agree to the seller’s Store Policy”

Add a caption:

“Agreement of a seller’s Store Policy is required in order to message a seller on MorphMarket. The buyer had to agree to my policies to initiate the transaction.”

  1. Messaging Transcript

    • Screenshot key parts of the message thread

    • Include: buyer confirming receipt, any conversation about the animal, no complaints voiced

      Invoice or Receipt

    • Proof of payment (invoice with item description, amount, and buyer’s name/email

      Photo/Video Evidence

    • Packing process, animal condition, or unboxing, if available from the buyer.

Submission Tips:

    • Keep your file names clear: TrackingProof.pdf , MessageTranscript.pdf , etc.
    • Combine into a single PDF if possible
    • Remain polite and factual in your explanation
    • Respond within the payment processor’s deadline (usually 5–10 days)

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