Fraud Awareness & Chargeback Information
Our commitment to safe, fair shopping
We take security seriously. Our goal is to protect both our customers and our business from fraud, misunderstandings, and unnecessary disputes. Most orders go smoothly — and when something does go wrong, we’re here to help.
This page explains:
- what chargebacks are
- how “friendly fraud” happens
- what we do to keep orders secure
- what to do if you don’t recognize a transaction
We believe transparency helps everyone.
What is a chargeback?
A chargeback occurs when a bank reverses a payment after a transaction. Common valid reasons include:
- suspected card theft
- duplicate or incorrect charges
- damaged or missing goods
- unresolved issues with a merchant
Chargebacks exist to protect customers — and we support appropriate use.
What is “friendly fraud”?
Sometimes a legitimate purchase is delivered, but later marked as “unauthorized.”
This is known as friendly fraud or chargeback abuse.
This may happen when:
- someone in the household placed the order
- the charge wasn’t recognized on the statement
- the order was forgotten
- a dispute was filed instead of contacting us first
Regardless of the reason, we want to help resolve issues fairly.
How we protect every order
To maintain a secure shopping experience, we use:
✔ Secure payment verification
We confirm key payment details to ensure purchases are authorized.
✔ Order tracking and delivery confirmation
Every order includes tracking, so customers can follow their delivery.
✔ Signature requirements on selected deliveries
Higher-value orders may require a signature to ensure safe handover.
✔ Fraud-prevention technology
We use automated and manual fraud screening systems.
✔ Manual review when something looks unusual
If an order appears risky, we may verify details before shipping.
These safeguards help protect everyone — honest customers included.
If you don’t recognize a transaction
If a purchase doesn’t look familiar:
1️⃣ Check with family members or shared card users
2️⃣ Search your inbox for our order confirmation
3️⃣ Review bank statement details (merchant name may appear shortened)
4️⃣ Contact us first — we can investigate quickly
📩 Support:
wecare@completekitchen.com.au
Often, we can resolve the issue faster than a formal bank dispute.
Why contacting us first matters
When a chargeback is filed:
- the order may already be delivered
- the product may not be returned
- review times can be lengthy
Most issues can be fixed simply — without anyone losing unnecessarily.
Our promise
We handle every enquiry with respect, fairness, and honesty.
If something goes wrong, we’ll work with you to find the best solution.
Thank you for shopping with a locally owned Australian business — and for helping us keep online shopping secure and transparent.
Disclaimer
This information is provided for general guidance only and is not legal or financial advice. Processes may vary between banks and regions. Customers who believe a transaction is unauthorized should contact both their bank and our support team.
