Consumer complaint received 2025-01-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
I am writing to file a formal complaint about a customer who engaged in fraudulent behavior, resulting in both chargebacks and significant financial harm to my small business. Despite my clear policies and efforts to resolve the situation, the customer has refused to return the goods and has essentially stolen from me by attempting to resell the item under false pretenses. 
Details of the Incident : * Customer 's Name : XXXX XXXX * Item Involved : Quilt Jacket * Amount Stolen : {$410.00} ( chargeback for the jacket ) + additional chargeback of 3 months ' worth of a paid subscription to my Substack {$20.00} * Date of Incident : Purchased XX/XX/XXXX Timeline of Events : XXXX. Email Communication ( XX/XX/XXXX ) : XXXX XXXX XXXX a quilt jacket from my store. Upon receiving the jacket, she claimed it was damaged and requested a refund. I reminded her of my store 's no-refund policy, but I offered to assist her by reposting the item on my stories for reselling, as I had no issue with her selling the item herself. 
XXXX. Chargebacks Filed XX/XX/XXXX : \nA few days later, I received notification that my account had been hit with XXXX chargebacks : XXXX for the {$410.00} jacket and another for XXXX months of a paid subscription to my XXXX blog. This resulted in my account being overdrafted.

3. Dispute Process : \nI immediately reached out to the customer via email but received no reply. I then took screenshots of my website, policies, and product listing, clearly showing that I had disclosed the condition of the jacket in detail. I submitted these documents in dispute of the chargebacks. 
XXXX. Dispute Decision ( XX/XX/XXXX ) : XXXX XX/XX/XXXX, I was notified that I had lost the dispute for the chargeback related to the jacket. 
XXXX. Re-listing of the Jacket ( XX/XX/XXXX - XXXX Morning ) : \nOn XXXX morning, I received an email from friends showing screenshots of the same jacket being relisted for the same price ( {$410.00} ) on XXXX XXXX XXXX The listing made no mention of the damages she had initially claimed, and the jacket was described as A lovely piece.

6. Request for Return : \nI emailed XXXX XXXX XXXX her to return the jacket and offering to resolve the situation, but she refused and stated that I had forfeited my chance to reclaim the jacket. 
Desired Resolution : I am seeking assistance in the following : XXXX. Investigating the fraudulent chargebacks and theft, as I believe the customer has intentionally manipulated the situation to avoid paying for the item and is now attempting to profit from it. 
XXXX. Recovering the {$410.00} charged back for the jacket, as well as any financial damages caused by the fraudulent chargebacks with Chase Bank. Coverage of {$27.00} fees per chargeback.

3. Preventing further fraudulent actions against my business by this individual.

4. Helping to ensure that small businesses like mine are protected from similar dishonest practices in the future of chargebacks.

Please let me know if you need any additional documentation to assist with this investigation.

Thank you for your time and assistance. I look forward to your prompt response and support in resolving this matter. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation