Legal notice

Last updated: January 28, 2025

1. What is a Dispute?

A dispute (also known as a chargeback) occurs when a cardholder questions a transaction with their bank or credit card company. We encourage all customers to contact us directly before filing a dispute, as we can often resolve issues more quickly.

2. Contact Us First

Before initiating a dispute with your bank, please reach out to our support team. We are committed to resolving any issues including:

  • Order not received
  • Incorrect items shipped
  • Damaged or defective products
  • Billing errors
  • Unauthorized charges

Email: support@shopthelink.com

We aim to respond to all inquiries within 24-48 business hours.

3. Dispute Process

If a dispute is filed with your bank:

  • We will receive notification from our payment processor
  • We will provide all relevant documentation to respond to the dispute
  • The bank will review evidence from both parties
  • A decision will be made based on the evidence provided

Please note that the dispute process can take 60-90 days to resolve through your bank.

4. Friendly Fraud

Filing a dispute for a legitimate transaction that was properly fulfilled is considered friendly fraud. We maintain detailed records of all transactions including:

  • Order confirmation and shipping details
  • Delivery confirmation and tracking information
  • Customer communication history
  • Product photographs and descriptions

We reserve the right to refuse future orders from customers who have filed fraudulent disputes.

5. Resolution Commitment

We are committed to fair and transparent resolution of all disputes. Our goal is to ensure every customer has a positive experience. If you are unsatisfied with any aspect of your order, please give us the opportunity to make it right before involving your bank.

6. Contact Information

For dispute-related inquiries:

Email: support@shopthelink.com

Subject Line: Dispute Inquiry - [Your Order Number]