The Chargeback Trap: Why Head Shops Get Burned and How to Stop It

“Someone buys a $200 piece, takes it home, uses it, then files achargeback. Now I’m out the product and the money.”

If that sounds familiar, you’re not alone. We’ve heard that exact story —more than once — from shop owners who are just trying to run an honestbusiness. You do everything right: the sale goes through, the customer walksout smiling, maybe you even throw in a freebie or two to build goodwill. Then,days or weeks later, you get that dreaded notice from your payment processor:the transaction was reversed. And just like that, the bank sides with thecardholder.

Chargebacks are part of doing business anywhere, but if you’re running avape or head shop, you already know they hit differently here. Customers don’talways play fair, and when you sell higher-ticket items like glass, devices, orbulk CBD, there’s a bigger incentive for people to try and game the system.Friendly fraud — where someone disputes a charge they knowingly made — isespecially rampant in this space. They use the product, then call their bankand say the charge wasn’t them. Meanwhile, you’re left holding the bag, outhundreds of dollars and no easy way to fight back.

It’s not just frustrating. It’s damaging. Most processors charge you afee for every dispute, even if it’s completely baseless. If the chargebackskeep piling up, your processor might flag you as toorisky to keep — especially if you’re with a mainstream provider like Stripeor Square. In fact, several of our clients came to us after getting droppedovernight, without a single warning or appeal process. That kind of instabilityis the last thing a small shop needs.

So what’s making this worse for head shops specifically? A lot of itcomes down to perception. The second your product line includes anything likedelta-8, kratom, or even just basic glassware, you're tagged as “high-risk” —even if everything you sell is fully legal. The problem is, banks andmainstream processors often make risk assessments based on industry codes, notactual business behavior. That means a head shop that’s never had a singlerefund can be treated more harshly than a boutique candle shop with constantdisputes, simply because of the category they fall under (Visa Merchant DataStandards Manual, 2023).

Fighting back against chargebacks starts with documentation— clear receipts, strong shipping confirmations, even a signature on deliveryfor online orders over a certain amount. Keep in mind, however, even with allthat in place, the key is having a processor that will stand up for your shopinstead of leaving you to figure it out on your own. Many head shop ownersdon’t realize that their current processor isn’t submitting any evidence tofight on their behalf. If your processor isn’t helping you respond to disputeswith tracking info, disclaimers, or proof of delivery, then you’re essentiallygoing into a gunfight with a paper straw.

The truth is, chargebacks can often be prevented with just a bit ofclarity up front. A simple disclaimer on your website or printed on yourreceipt — stating that all sales are final, and that customers are responsiblefor ensuring legal compliance in their state — can be enough to deter badactors and help you build a stronger defense if a claim is filed. Let’s behonest: you didn’t start your shop to become an expert in payment disputes.You’re here to build a business, serve your customers, and bring somethingdifferent to your community. Fighting fraud shouldn't have to become apart-time job.

If you’re seeing more chargebacks than you used to, or you're just tiredof getting zero support from your processor, it might be time to reassess whoyou’re trusting with your transactions. Because in this industry, having theright payment partner doesn’t just protect your revenue — it protects yourreputation, your inventory, and your ability to keep the doors open tomorrow.

‍

‍

References

Scrancher, Ben. “Is‘Compelling Evidence’ Enough to Win a Chargeback Dispute?” Chargebacks911,Chargebacks911, 20 May 2025,chargebacks911.com/compelling-evidence/#:~:text=What%20evidence%20is%20needed%20to,description%2C%20or%20other%20relevant%20documentation.

Visa (2023). VisaMerchant Data Standards Manual Visa Supplemental Requirements. - References -Scientific Research Publishing,www.scirp.org/reference/referencespapers?referenceid=3591045. Accessed 5 June2025.

‍