Protecting Yourself from Dispute Charges

Although disputed charges are unavoidable, there are several steps you can take to reduce their frequency and protect your business:

• Protect yourself against fraud
• Mark orders as delivered
• Send BloomSnaps
• Save proof of delivery
• Follow the Substitution Policy
• Use accurate product photos and descriptions
• Clearly post your Returns and Refunds policy
• Respond to customer inquiries promptly

Protect Yourself Against Fraud

It is your responsibility to protect your shop against fraudulent transactions. While fraud rates in the floral industry are generally low, it’s important to stay vigilant, especially with unusually large orders or suspicious customer details. If you’re unsure about an order, reach out to the customer directly. Requesting a copy of their ID is also a common practice for verification.

Remember, many disputes citing fraud happen because customers don’t recognize your shop name on their bank statement. If this occurs, call the customer immediately to clarify the charge and request they contact their bank to drop the dispute.

Mark Orders Delivered Within an Hour

Confirming delivery within your Point-of-Sale promptly reassures customers and helps you address any issues early. Avoid marking deliveries as completed before they happen—this could confuse customers when they receive a delivery confirmation but no arrangement.

Send BloomSnaps!

Sending BloomSnaps (photos of completed arrangements) reassures customers their order was crafted with care. These photos can also serve as evidence if there’s a dispute regarding the arrangement’s quality. You can retrieve past BloomSnaps in your Orders Tab.

Save Proof of Delivery

Obtaining a recipient's signature or taking a photo of the delivery spot, especially for doorstep deliveries, adds an extra layer of proof in case of a dispute. Many florists also recommend enabling geotagging on delivery photos and storing them for at least 30 days.

Follow the Substitution Policy

To avoid customer dissatisfaction and disputes, always inform customers about substitutions before making any significant changes to their order. Additionally, train your delivery staff to handle arrangements with care and to notify you of any issues during delivery.

Use Accurate Product Photos and Descriptions

Ensure that product photos accurately represent what customers will receive. Avoid using images that exaggerate the size or fullness of an arrangement. When offering up-sells or upgrades, display the base version of the product in the main image.

Your product descriptions should also provide clear details about the dimensions and flowers used in the arrangement, setting the right expectations.

Post Your Return and Refund Policies

Make sure your return and refund policies are easily accessible on your website. If you have a Premium Site, the BloomNation team can add a custom page outlining these policies to help reduce disputes.

Respond to Customer Inquiries Promptly

Customers may reach out directly before filing a dispute, so responding quickly can prevent chargebacks and save you the associated $15 fee. If you need assistance setting up easy-to-find contact information on your Premium Site, the BloomNation team is here to help.

How BloomNation Helps You Prevent Disputes

As a BloomNation partner, you already benefit from our tools that help reduce disputes:

• Sending detailed order receipts immediately after checkout
• Verifying CVV and billing information to minimize fraud
• Implementing the latest security upgrades to block spam and bots
• Providing easy access to order details and delivery confirmations via the Orders Tab

If you have further questions about disputes or chargebacks, check out this article on how to handle them or submit a ticket to our support team for assistance!