Chargebacks don't start at the bank. They start at silence.
Walk through what happens before a dispute: a customer wonders where their order is. They message the store — nothing. They try again the next day — nothing. Now they're not curious, they're worried, and there's one place that always answers: their bank's dispute button. When the chargeback lands you lose the product, the payment, and a dispute fee on top — and enough of them puts your payment processing itself at risk.
The fix is unglamorous: answer, instantly, every time
Disputes of the "product not received / no response" kind usually begin with silence: a customer who asked and heard nothing. A store that responds in seconds — with real information, not a canned "we'll get back to you" — keeps the customer in the conversation and out of their banking app.
How rezlo closes the silence
- Every message answered in seconds, 24/7 — on your storefront chat and on a real phone line. Nobody rages at a store that picks up.
- Real order status, verified (on chat) — the agent confirms the customer with order number + ZIP and replies with the order's actual state and tracking. "It's on the way" with a tracking link defuses most worry on the spot.
- Honest escalation — refund or cancellation requests are collected with the order number and contact, the customer is told a human will follow up, and the ticket lands in your inbox with a Slack ping. The customer has a path — so they don't invent one through their bank.
- A paper trail — full transcripts of every conversation, and a one-click dispute evidence pack per verified order: the order record, tracking events and the timestamped conversation log, ready to send to your payment processor.
Credibility compounds
The same instant answers that prevent disputes also read as legitimacy to first-time visitors deciding whether to trust your store at all. A store that answers its phone at 3am does not look like a store that will disappear with their money. If you run on long shipping times, see rezlo for dropshipping stores.