I'm recently opened up a camera shop on Shopify a few months ago and 2 days ago I got a notification about that someone has opened up a chargeback (reason was fraud) against an order from early July.
I was obviously disheartened as it was a $500 order + $25 chargeback fee. I did some research on the case and have come to an interesting discovery.
I realised the card name didn't match the buyer's name. Although they have the same last name, the first name was different. After sleuthing on Facebook & Instagram, I've discovered that the cardholder is in fact the father of the buyer. The buyer is around mid-20s I'd say.
Secondly, the camera I sold is being used by the buyer (again assumption based on his Instagram posts).
I reached out to the buyer and emailed him asking about the reason behind the Chargeback which he has not replied to.
What should I do? I've never had something like this before and I'm very new to the E-Comm side of it. I have the buyer's Instagram/FB + his email + his mobile number, as well as his father's FB page.
I feel like I should reach out to see what's going on but I'm also aware it could be a tad creepy/crossing boundaries with reaching them through those means.