Why disputes matter so much here
Card networks and banks track your dispute rate, usually as disputes divided by transactions in a month. Each card network runs its own monitoring program, with its own thresholds and minimum counts that change from time to time, and your bank may set a stricter limit of its own. High-risk accounts are watched more closely, so the margin for error is smaller. Ask your bank which limit applies to you.
The common reasons buyers dispute
| Reason | What usually happened | Prevention |
|---|---|---|
| Not received | Slow shipping or no tracking | Tracking in every shipping email, and fast answers to "where is my order" |
| Not recognized | The card statement name did not match your brand | A clear statement descriptor and your brand name in the receipt |
| Not as described | Damage, wrong item or unclear listing | Clear listings, good packaging and a fair refund policy |
| Fraud | A stolen card was used | Checks on mismatched address, email and IP, and holds on unusual orders |
| Buyer changed their mind | No easy way to cancel | Allow cancellation before shipment |
Evidence that wins
- The order record: date, items, amount and the buyer's agreement to your terms at checkout.
- Proof of delivery: carrier tracking showing delivery to the buyer's address.
- Your refund and shipping policies as the buyer saw them.
- Any messages with the buyer about the order.
- The lab report for the batch shipped, if quality is questioned.
Answer before the deadline. An unanswered dispute is lost automatically.
How Purity helps
Purity keeps the evidence together for each order: the items, the batch shipped, the buyer's research use confirmation at checkout, your messages with the buyer and the policies linked from their order emails. Keeping buyers updated with tracking prevents the most common dispute of all.
Common questions
- What chargeback rate is too high?
- It depends on the card network and your bank. Networks publish their own monitoring thresholds, which change over time, and high-risk banks often set a lower limit. Ask your bank for the number that applies to your account, and aim to stay well below it.
- Should I refund instead of fighting a dispute?
- If the buyer has a fair complaint, refunding quickly before a dispute is filed is cheaper and does not count against your rate.