Latest news with #LuxeLittleOne
News.com.au
9 hours ago
- Business
- News.com.au
‘It hurts': Customer's Facebook Marketplace post leaves small business owner horrified
An Australian business owner was left in disbelief after catching a customer in a very brazen act months after the brand was forced to give her a refund. Emma Diedrichs is the founder of LuxeLittleOne, a small business selling nappy bags and backpacks for parents. The Brisbane mum first got the idea for the business a few months after she had her son. She was tired of juggling clunky baby bags and wanted to create something that was stylish but also functional. The 30-year-old launched LuxeLittleOne over 18 months ago and, since then, has poured her 'blood, sweat and tears' into the business. 'We have grown exponentially and now have our own warehouse and work for myself full time,' Ms Diedrichs told She has put an incredible amount of effort into the business and has received great feedback from many happy customers, which is why she was shocked to receive her first ever chargeback in February of this year. A chargeback is when a customer disputes a debit or credit card transaction and the card issuer must determine whether to provide the cardholder with a refund for the transaction amount. Chargebacks can occur when the products or services received are not as described, they did not receive them within the stipulated time frame or they were not received at all. Other situations where a person may submit a chargeback is cases where the card is used fraudulently or when there is an error in the billing process. When Ms Diedrichs received the notification for the chargeback she didn't know what to do as this is not something she had experienced in her business before. 'Chargebacks just don't happen with us. We are not fraudulent, we send everything out correctly. If something is wrong someone will just email us or contact us through social media,' she said in a recent TikTok video. The customer in question had purchased two baby bags, totalling almost $250, with the 30-year-old saying she remembered packing this order as it was unusual for customers to purchase more than one bag at a time. The business owner looked further into the situation and found the items had been confirmed as delivered by Australia Post and the customer had made no attempt to contact the company prior to submitting the chargeback. Ms Diedrichs uploaded the documents showing the items had been sent and delivered but, despite this, the bank decided to side with the customer. This meant that, on top of losing the sale, the business was hit with a $25 fee. 'It's so disheartening for me. I am a single mum, this is my livelihood. Some people probably think that this is just a company that ships out and don't care. I literally do a happy dance every time I get an order,' she said in the video, which she shared on her business page. Ms Diedrichs was then hit with another blow just two weeks ago when she was scrolling on Facebook Marketplace and found a post from the same customer selling the two bags for which she had received the refund. 'X2 LittleLuxeOne baby bags. One pink and grey, the other grey and black. Only used for a few months. Near new condition with no wear and tear,' the ad read. 'Currently on sale for $119.90 for one. RRP $239.80 each.' The discovery left her furious. 'This is so frustrating for me. I work so hard in this business. This is my full-time job. This puts food on the table for myself of my son. I am working day in day out to provide for my family,' Ms Diedrichs said. 'This is my income. You wouldn't go to somebody's workplace and take $250 off them. 'Please don't. It just hurts.' Speaking to the owner confirmed that, since making the Facebook discovery, she was taking the matter further. She said that, as the business grows, she understood that issues like this are 'bound to happen', but she was still incredibly 'disappointed' as things like this impact her livelihood. 'This impacts us massively. Not only has she got the products, we had to refund $250 and cop a $25 chargeback fee,' Ms Diedrichs said. Since sharing the situation on social media, the young mum has received a huge amount of support from her followers, with people furious at the situation. 'This is such a horrible thing for someone to do,' one person wrote. 'That's so disappointing. I hope she sees this and feels awful,' another said. Other business owners chimed in claiming they had experienced similar issues. 'We have had to deal with a small handful of these, unfortunately one customer did it for 3 massive orders for us. We had evidence to the moon and back and still wasn't enough,' one small business owner wrote. Another person claimed they had sent proof of delivery and photos of the customer wearing the items they did the chargeback for, and yet the decision was still not reversed. '$800ish worth of stock and three orders and the bank rejected our response and continued on with the chargeback. It's an absolute joke,' they wrote. Australian Retailers Association (ARA) CEO Paul Zahra previously told SmartCompany that, while many chargebacks are legitimate, chargeback fraud is still a concern for many businesses. 'Chargebacks protect consumers from fraudulent transactions and help maintain trust in online shopping. They also encourage businesses to maintain high standards of service and product quality,' Mr Zahra said. 'However, for businesses, chargebacks can be costly not only in terms of direct financial losses but also in administrative burdens. Disputing chargebacks often requires time and resources that small businesses might not have.'
Daily Mail
5 days ago
- Business
- Daily Mail
Young business owner's fury over customer's cruel act on Facebook Marketplace: 'Take this is as a serious warning'
A small business owner has called out a deceitful customer who received a refund for an online order - despite having received the goods - and later trying to sell the items on Facebook Marketplace. Emma Diedrichs, who runs online business called LuxeLittleOne selling baby backpacks and nappy totes, said she was left nearly $250 out of pocket after the customer told her bank she didn't recognise the charge in her bank statement. The customer had purchased two luxury baby bags in February. But shortly after the items were delivered to her address, the same customer quietly claimed a 'chargeback' on her credit card to secure a refund. It's a process where a credit or debit card issuer reverses a transaction and returns the funds to the cardholder, typically when a customer disputes a purchase. Chargeback fraud is one of the latest scams affecting small businesses across Australia - and the worst part is, dodgy customers are getting away with it. Despite proving that the items arrived at the shopper's doorstep, Emma said the bank sided with the customer, so she lost the sale and was hit with an additional $25 fee. 'It's so disheartening for me. I'm a single mum, this is my livelihood. This took money off the table for my family... $250 was taken out of our bank account and (refunded) back to the customer. It really hurt me,' the business owner said in a video. To make matters worse, Emma said she saw her products being advertised for sale on Facebook Marketplace - leaving her furious. 'Fast forward to last week, I was scrolling on Facebook Marketplace and found our two luxury baby bags,' Emma said in disbelief. Upon seeing the ad, she quickly realised it had been created by the same customer received the refund four months ago. 'X2 LittleLuxeOne baby bags. One pink and grey, the other grey and black. Only used for a few months. Near new condition with no wear and tear,' the ad read. 'Currently on sale for $119.90 for one. RRP $239.80 each. Cash and pink up only.' Furious, Emma said she began looking up the seller's Facebook profile. 'It's the exact same name of the lady that placed the order and the lady that put the chargeback through,' she said. 'Honestly, this is so frustrating for me, so frustrating. I work so hard in this business, this is my full-time job. This puts food on the table for myself and my son. 'I'm working day in and day out to provide for my family. It's just me. This is my income. You wouldn't go to somebody's workplace and take $250 off them.' At the time the customer claimed the chargeback, Emma said the woman never raised any issues about the items with her business. 'This customer did not contact us whatsoever... I assumed everything was normal,' Emma said. 'Me being naïve and receiving my first chargeback, I didn't know what to do, so I just kind of disputed it. But the bank decided to favor with the customer. The mum said she wanted to share her experience on social media to prevent dodgy customers from scamming business owners. 'If you ever think that you want to put a chargeback through to a little Aussie small business, just think again, maybe contact the company or the business directly and resolve the issue,' she said. 'If I had known what to do and tried to contact the customer first, I would have done that but I just didn't know what a chargeback was at the time and I was already just so disheartened that she thought our company was fraudulent. We are not fraudulent.' Emma said what the customer did to her small business was, in fact, fraudulent. 'I'm p***ed off,' she explained. 'And I just wanted to come on here and rant to you guys because I know our community are amazing. 'And just don't, please don't do a chargeback on small businesses... it just hurts. And when you see them selling it on Facebook Marketplace, like what f***?'
