Please contact us before filing a dispute
If something is wrong with your order, we can almost always resolve it faster than your bank can. Call (800) 581-6868, email support@audiovideonation.com, or use Live Chat before initiating a chargeback. Most issues are fixed within one business day.
What Is a Chargeback?
A chargeback is a forced reversal of a payment initiated through your bank or card issuer rather than through us. While chargebacks exist to protect consumers from genuine fraud, filing one for an issue we could have resolved directly (sometimes called "friendly fraud") is slower for you and costly for both parties.
Because we work hard to make every order right, we encourage you to reach out to our support team first. Our Refund & Return Policy covers most reasons a customer might otherwise dispute a charge.
When a Dispute Is Appropriate
A chargeback or dispute may be warranted when:
- You did not authorize the transaction and believe your card was used fraudulently.
- You were charged more than once for the same order and we were unable to resolve it.
- You never received your order and we could not locate or replace it.
In each of these cases, contacting us first lets us issue a refund, void a duplicate authorization, or open a carrier claim immediately — usually resolving it without involving your bank.
Issues We Ask You to Resolve With Us First
Please do not file a chargeback for these — we can help directly and far faster:
- Buyer's remorse or an item you no longer want (see our return policy).
- An item that arrived damaged, defective, or was shipped in error.
- A shipment that is delayed or still in transit (see our shipping policy).
- An unrecognized statement descriptor — charges may appear under our billing name.
- A subscription, warranty, or accessory charge you'd like reviewed.
How We Respond to Disputes
When a chargeback is filed, we respond promptly and provide the card network with documentation supporting the transaction. This evidence may include your order and billing details, proof of authorization, shipment tracking and delivery confirmation, communications with our team, and the applicable policies you agreed to at checkout.
Submitting a chargeback does not stop or replace our normal support process — reaching out to us directly remains the fastest path to a resolution. Accounts with disputes resolved in our favor may be subject to review before future orders are accepted.
Unauthorized or Fraudulent Charges
If you see a charge you did not make, contact us right away and also notify your card issuer. We take fraud seriously, will investigate promptly, and will reverse any charge confirmed to be unauthorized. To protect our customers, orders are screened for fraud and some may require additional verification before they ship.
Questions?
Our team is here to resolve any billing concern before it becomes a dispute. Call (800) 581-6868, email support@audiovideonation.com, or use Live Chat during business hours.