The online shopping fraud you may not know about | The Business | ABC NEWS

Shoplifting has long been the bane of small businesses and now the theft has moved online, with frustrated owners telling business reporter Adelaide Miller they have lost thousands of dollars to fraudulent chargebacks — that is, online shoppers disputing legitimate transactions and receiving a refund.
The fake refund claims, instigated by shoppers requesting chargebacks through their banks, have been labelled theft.
Online fashion store owner Sam Kemp posted a video to Instagram about her experience that went viral. She says she's received hundreds of messages from other small business owners, who have had the same thing happen to them.

Sydney fashion boutique owner Ainslie says she has lost thousands of dollars to chargebacks in recent months, and has had little success convincing banks not to take back the money after purchasers falsely disputed charges on their credit card. Despite retailers presenting evidence that items were ordered and delivered, some have had transactions cancelled, leaving them without the money or the stock. The frustrated small business owners are now calling for greater protection.

The Australian Banking Association told the ABC it's aware of fraudulent chargeback concerns from small businesses and where possible banks will work with them to resolve disputes, but it has to fall within the card network provider's timeframes and rules. Mastercard didn't comment but Visa said it had "introduced rules allowing businesses to use historical purchasing data to fight 'friendly fraud'. This is designed to protect businesses from repeat chargeback abuse." Payments expert Brad Kelly said one of the reasons small businesses may be unsuccessful in disputing fraudulent chargebacks could be the "sheer volume" occurring.
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