"Such a complex situation—without your help, we wouldn't have known how to negotiate and communicate with the bank and the buyer. Thanks to your service, we finally got the money back, and the buyer also felt our sincerity."
— General Manager Zhang, Beijing SY Information Co., Ltd.
Founded in 2018, Beijing SY Information Co., Ltd. is a start-up company in Beijing specializing in the export of children’s clothing. In June 2022, SY reached a cooperation agreement with LK Company, a local distributor in the United States, with a total amount of $76,000. The goods were shipped through a freight forwarder that the merchant had long-term cooperation with.
Unfortunately, due to operational errors of the freight forwarder, the goods were delayed during customs declaration in China and detained at the port for two weeks. By checking the logistics tracking, Buyer LK found that the goods had not been shipped, thought the merchant was a “scammer”, and immediately initiated a chargeback to the issuing bank on the grounds of “non-receipt of goods”. According to the issuing bank’s rules, merchants have almost no chance of winning if the buyer does not receive the goods.
At this critical juncture, SY contacted the Paysure team. Upon receiving the case, Paysure’s dispute resolution expert team immediately contacted the bank to obtain the specific reasons for the chargeback, analyzed the buyer’s reasons for the chargeback and the dispute points. Meanwhile, with the merchant’s authorization, they got in touch with the buyer to synchronize the latest handling progress of the goods. Through joint efforts of all parties, they finally gained the buyer’s understanding and secured valuable buffer time.
During this period, we helped the merchant sort out and provide new evidence, and maintained follow-up communication with both the issuing bank and the buyer. In the end, the issuing bank ruled in favor of the merchant, helping the merchant avoid losses successfully. In a short period of time, Paysure achieved efficient tripartite collaboration between the buyer, the seller and the issuing bank, helping the merchant resolve the problem smoothly.
For our “Chargeback recovery” service, we provide more than just dispute resolution. In times of crisis, we stand side by side with merchants, building a bridge for communication between merchants, buyers and issuing banks.