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Originally Posted by The Porn Nerd
Now that is an excellent idea!! Thank you. 
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Originally Posted by **********
This is a good advice.
Also, check to see who is referring this to you. Maybe you have an affiliate trying to rip you off.
It might also help to get some more data if possible. Contact your billing provider or gateway and ask if they can help you to see what is going on.
Good luck!
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I appreciate the acknowledgement.
PornNerd, good luck getting to the bottom of it, since you're open to the idea of contacting the chargebackers directly, a couple more suggestions:
I would not reward them or offer a freebie or anything for replying.
Let them know you are the owner and you are apologetic that your product did not deliver.
You are contacting them because a chargeback is a serious matter with the bank, there's a $35 fee on top of giving the money being refunded back and chargebacks are nicks against your merchant account. to keep on good terms with your merchant bank you are hoping to get feedback re: the issue that led to the chargeback o you can correct it.