(Seller Disputes & Protection – Seller Guide)

A chargeback sounds scary — but when you understand how it works, it becomes manageable and rare.
On Kingston Express, chargebacks follow a separate financial review process and do not automatically mean seller fault, especially for orders Dispatched by Kingston Express.

This guide explains:

• What a chargeback really is
• How chargebacks differ from disputes
• What happens step by step
• How sellers are protected
• How to reduce chargeback risk

---

What Is a Chargeback? (Plain English) #

A chargeback happens when:

• A buyer contacts their bank or card provider
• The buyer disputes the transaction
• The bank temporarily reverses the payment
• The transaction is reviewed by financial institutions

📌 This happens outside the normal order dispute flow.

---

Chargeback vs Order Dispute (Very Important Difference) #

Area	Order Dispute	Chargeback
Started by	Buyer on platform	Buyer’s bank
Reviewed by	Platform	Bank + platform
Speed	Usually faster	Slower
Seller action	Sometimes required	Usually none initially
Stress level	Medium	High (but manageable)

📌 Chargebacks feel bigger — but sellers are not powerless.

---

Common Reasons Buyers File Chargebacks #

Most chargebacks are filed due to:

• “Item not received”
• “Unauthorized transaction”
• “Item not as described”
• Confusion about billing descriptor
• Buyer skipping the dispute process

📌 Many chargebacks start from misunderstanding.

---

What Happens When a Chargeback Is Filed #

When a chargeback occurs:
1️⃣ Bank notifies the platform
2️⃣ Funds are temporarily held or reversed
3️⃣ Transaction enters financial review
4️⃣ Evidence is submitted on seller’s behalf
5️⃣ Bank issues a final decision

📌 This process takes time — patience matters.

---

What Sellers Should Do (And Not Do) #

✔ Sellers SHOULD: #

• Stay calm
• Monitor notifications
• Let the process complete

❌ Sellers should NOT: #

• Contact the buyer
• Issue off-platform refunds
• Submit duplicate evidence
• Panic message support

📌 Interfering can reduce protection.

---

How Seller Protection Applies to Chargebacks #

Sellers are protected when:
✔ Order was fulfilled correctly
✔ Delivery is confirmed
✔ Platform records support the transaction
✔ Seller followed all processes

📦 Dispatched by Kingston Express

• Verified delivery and handling records
• Strong defense against “item not received” claims

📌 Compliance = protection.

---

What Evidence Is Used in Chargebacks #

Evidence may include:

• Order confirmation
• Delivery confirmation
• Tracking records
• Dispatchment packing logs
• Listing details

📊 Platform submits this evidence automatically in most cases.

---

How Long Chargebacks Take to Resolve #

Typical timelines:

• Several weeks
• Sometimes longer for international transactions

📌 Slow does not mean negative.

---

How Chargebacks Affect Sellers #

Chargebacks:

• Do NOT automatically hurt ratings
• Do NOT automatically cause suspension
• Are monitored as patterns, not one-offs

📌 Repeated chargebacks may trigger review — isolated ones usually do not.

---

How Dispatched by Kingston Express Reduces Chargebacks #

Dispatchment reduces chargebacks by:

• Preventing delivery confusion
• Providing authoritative delivery records
• Reducing buyer uncertainty

📦 Clear delivery = fewer bank disputes.

---

Common Seller Mistakes With Chargebacks #

❌ Panicking and refunding early
❌ Contacting buyers directly
❌ Ignoring notifications
❌ Breaking process rules

⚠️ Calm sellers lose fewer chargebacks.

---

How to Reduce Chargeback Risk Long-Term #

✔ Accurate listings
✔ Clear delivery timelines
✔ Reliable fulfillment
✔ Strong communication
✔ Use dispatchment for scale

📈 Prevention beats recovery.

---

Final Rule (This Stops Fear) #

👉 A chargeback is a financial review — not a judgment of your business.

Sellers who follow process, stay compliant, and rely on Dispatched by Kingston Express are strongly protected and resolve chargebacks without long-term damage 🛡️💳📦