When Chargebacks Happen: Protecting Our Customers and Our Small Business

Running an online store means putting trust at the center of everything we do.
We invest in quality products, careful packing, reliable delivery — and honest communication with our customers.

Most orders are exactly that: smooth, straightforward, and positive.

But sometimes we experience something called chargebacks — and in some cases, what’s known as “friendly fraud.” We want to explain what that means, why it matters, and how we’re working to keep shopping safe for everyone.

Transparency builds trust — and we believe our customers deserve clarity.

What is a chargeback?

A chargeback is when a bank reverses a transaction after a purchase.
Chargebacks exist for good reasons, including:

• a stolen card is used
• a charge appears that someone genuinely doesn’t recognize
• goods never arrive
• a merchant doesn’t resolve a legitimate problem

These protections are important. They exist to keep consumers safe — and we support that.

What is “friendly fraud” (chargeback abuse)?

Sometimes, an order is processed, shipped, tracked, and successfully delivered — and later the bank is told:

“I didn’t make this purchase.”

This is often called friendly fraud.

Sometimes it happens by mistake — for example:

• someone in the household used the card
• the purchase wasn’t recognized on the statement
• the order was forgotten
• the bank dispute was filed before contacting us

But in other cases, the chargeback is used even though the order was properly delivered.

When this happens, the result can be difficult:

• the product is gone
• shipping has been paid
• fees have been paid
• and the payment is still reversed

For a small business, repeated losses like this are significant.

We’re not sharing this to blame anyone — but to help our customers understand why we take security so seriously.

Why this matters to honest shoppers too

Every chargeback involving delivered goods affects more than one order.

Over time, it can lead to:

• stricter security checks
• longer review times for unusual orders
• increased business costs
• fewer opportunities to run discounts

Responsible shopping and open communication help keep prices fair — and policies friendly — for everyone.

How we protect our customers and our store

We’ve strengthened several safeguards so shopping remains safe, transparent, and reliable.

✔ Secure payment verification

We verify billing details where possible to help ensure the cardholder truly authorized the purchase.

✔ Tracking and delivery confirmation

All orders include tracking so customers can follow deliveries in real time — with confirmation when they arrive.

✔ Signatures on selected deliveries

Higher-value items may require a signature so we know the parcel reached the correct recipient.

✔ Fraud-prevention tools

We use security systems that help detect suspicious patterns before they become problems.

✔ Manual reviews when something seems unusual

If an order looks high-risk, we may contact the customer before sending it out.
This protects both the buyer and us.

These measures aren’t about mistrust — they’re about fairness and care.

If you don’t recognize a purchase — here’s what to do

We genuinely want to help if something doesn’t look right.

Before filing a bank dispute, please:

1️⃣ check with family members or shared card users
2️⃣ search your email for our confirmation or tracking messages
3️⃣ look at your delivery notifications
4️⃣ reach out to us directly

Most issues can be resolved quickly once we talk.

📩 Contact our support team anytime:
Email: wecare@completekitchen.com.au

What happens if a chargeback is clearly misused?

There are rare situations where evidence shows that a chargeback was filed even though the order was delivered correctly and appears legitimate.

In those cases, several outcomes may occur:

• The funds may be returned to the merchant after the investigation is complete.
• The cardholder’s bank may flag repeated misuse of chargebacks.
• A business may block future orders or require verification from that customer to prevent further issues.

These steps are not about punishment — they are about fairness, accountability, and protecting honest customers from the cost of ongoing abuse.

We always work through the appropriate channels and documentation. Our focus is simply to ensure that legitimate purchases are respected and that genuine disputes continue to receive the support they deserve.

We respond as promptly and fairly as possible — and in many cases, we can resolve concerns faster than the bank process.

How customers help us prevent confusion

A few simple habits make a big difference:

• keep order emails for reference
• review statements before filing a dispute
• ask us questions if anything seems unclear
• notify us immediately if something arrives incorrectly

We’re always here to listen and fix what we can.

Our promise to our customers

We are committed to:

• honest communication
• fair resolution processes
• secure transactions
• responsible handling of disputes

Chargeback protections exist for valid reasons — and when used correctly, everyone benefits.

By working together, staying informed, and reaching out when something seems wrong, we can reduce unnecessary disputes and keep online shopping positive for everyone.

For more information, read Fraud Awareness & Chargeback Information

Thank you for supporting a locally owned Australian business — your trust truly matters to us. 

Legal Note

This article is general information only and is not legal or financial advice. Chargeback processes may vary depending on your bank and situation. If you believe a transaction is unauthorized, please contact both your bank and our support team so we can assist.