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 are largely a communication failure. 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 — 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, useful evidence if a dispute does happen: you can show the customer was informed and helped.

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.