How To Manage Disputed Orders In Magento 2

Managing disputed orders can be a frustrating experience for any online store owner. Disputed orders can result in loss of revenue, reputational damage, and a negative customer experience. However, with the right tools and processes in place, managing disputed orders can become a far more manageable task. In this article, we will examine the best practices for managing disputed orders in Magento 2.

Understanding Disputed Orders

A disputed order is any order that has been flagged for review by a customer, bank, or payment gateway. Typically, disputed orders fall into one of three categories: fraud, authorization, or delivery disputes.

• Fraud disputes occur when a customer claims that the order was not authorized or that the cardholder did not make the purchase.
• Authorization disputes occur when a customer claims that the order was authorized, but not received.
• Delivery disputes occur when a customer claims that they did not receive the order or that the order was not delivered as described.

Handling Disputed Orders

Once a disputed order has been identified, the first step is to investigate the claim. This can involve reviewing communication logs, payment transaction details, and shipping information.

Fraud Disputes

Fraud disputes often involve stolen or unauthorized payment information. To handle these types of disputes, follow these steps:

1. Verify the payment information. Check if the payment has been made through a stolen or unauthorized credit card. This can be done by cross-referencing payment data with customer data and any information from the payment gateway.
2. Check for address discrepancies. If the shipping address is different from the billing address, it may indicate fraudulent activity.
3. Contact the customer. Reach out to the customer to verify that they authorized the payment. If the customer does not respond, it may indicate that the payment was not authorized.

Authorization Disputes

Authorization disputes occur when a customer claims that they authorized the payment, but did not receive the order. To handle these types of disputes, follow these steps:

1. Check the order status. Verify if the order has been shipped and delivered correctly.
2. Review the communication logs. Check if the customer has contacted the store regarding delivery issues.
3. Contact the carrier. Reach out to the carrier to determine the order’s status and location.

Delivery Disputes

Delivery disputes occur when a customer claims that the order was not delivered or that the order was delivered incorrectly. To handle these types of disputes, follow these steps:

1. Verify the shipping address. Make sure that the shipping address provided by the customer is accurate.
2. Check for delivery notifications. Verify if the delivery notifications show that the order was delivered.
3. Contact the carrier. Reach out to the carrier to determine the order’s status and location.

Resolving Disputed Orders

Once the dispute has been investigated and verified, the next step is to resolve the dispute. This can involve issuing refunds, providing store credits, or reshipping the order.

Issuing Refunds

Issuing a refund is a common resolution for disputed orders. In Magento 2, refunds can be processed through the admin panel or through the payment gateway.

To issue a refund through the admin panel, follow these steps:

1. Go to Sales → Orders → View.
2. Scroll down to the section labeled Invoices.
3. Click on the credit memo link.
4. Enter the refund amount and reason for the refund.
5. Click Submit Credit Memo.

Providing Store Credits

Store credits are another common resolution for disputed orders. Store credits can be issued as a replacement for a refund or as compensation for a customer complaint. In Magento 2, store credits can be issued through the admin panel.

To issue a store credit, follow these steps:

1. Go to Sales → Credits Memos → Add New.
2. Choose the customer and the order.
3. Enter the credit amount and reason for the credit.
4. Click Submit Credit Memo.

Reshipping Orders

In cases where the customer did not receive the order, reshipping the order may be necessary. To reship an order in Magento 2, follow these steps:

1. Go to Sales → Orders → View.
2. Scroll down to the section labeled Shipments.
3. Click on the Create New Shipment button.
4. Choose the items to be shipped and select the carrier and shipping method.
5. Enter the shipping address and any tracking information.
6. Click on Submit Shipment.

Conclusion

Managing disputed orders in Magento 2 can be a challenge, but with the right tools and processes in place, it can be a manageable task. By following the best practices outlined in this article, you can reduce the risk of revenue loss, minimize reputational damage, and maintain positive customer experiences.