“The buyer maliciously claimed they never received the goods. We honestly thought the chances of winning were close to zero. Surprisingly, the Paysure team uncovered the key evidence and successfully recovered USD 36,000 for us.”
— Mr. Wu, General Manager of Shenzhen YX Decoration Co., Ltd.
Shenzhen YX Decoration Co., Ltd. specializes in the export of interior decoration equipment and materials. In March 2022, the company completed a cross-border transaction with a buyer in the United Kingdom through an international trading platform, involving an order worth USD 36,000. During the negotiation stage, the buyer insisted on paying by credit card—an early signal that later proved to be part of a deliberate fraudulent scheme.
Shortly after receiving the goods, the buyer initiated a credit card chargeback, falsely claiming “goods not received.” The situation was further complicated when the issuing bank failed to locate a valid delivery signature in the logistics records. Subsequent investigation revealed that the buyer had intentionally avoided the standard signature process, leaving the merchant at a severe evidentiary disadvantage. At that point, a loss seemed almost inevitable.
Facing an urgent crisis, YX Decoration turned to Paysure for professional support. Leveraging proprietary detection capabilities, the Paysure team quickly identified signs of intentional fraud. They immediately coordinated with both the merchant and the last-mile logistics provider, successfully retrieving decisive proof of delivery: on-site photographs taken by the delivery driver. The images clearly showed the buyer personally receiving the goods, along with identifiable details of the delivery address. Based on this conclusive evidence, the issuing bank ruled in favor of the merchant.
However, the case did not end there. The buyer soon escalated the dispute by changing the chargeback reason to “goods not as described,” submitting a second claim supported by fabricated photos. As is often the case, the issuing bank initially accepted the cardholder’s new claim.
Once again, YX Decoration partnered with Paysure. Drawing on extensive experience with malicious second-round chargebacks, the Paysure team conducted a deeper investigation. By analyzing the buyer’s delivery address and combining it with publicly available tools such as Google Maps, the team successfully uncovered evidence that the buyer had already installed and used the products—directly contradicting the “not as described” claim.
With a complete and coherent evidence chain submitted to the issuing bank, the truth became undeniable. The bank ultimately rejected the buyer’s claims, ruled in favor of the merchant, and returned the full USD 36,000 to YX Decoration.
When faced with malicious cross-border chargebacks, merchants don’t have to fight alone. Paysure helps uncover the truth behind fraudulent claims, protect merchant rights, and secure hard-earned revenue.