What does ‘Chargeback customer’ mean?

We place a note on the Customer Overview notes section stating ‘Chargeback customer – contact Refunds Team’ when a customer has actioned a chargeback for one of their order payments. A chargeback is where the customer informs the card issuer that one of the transactions with us should be charged back (usually citing fraud or a dispute). This means the customer now owes us the money of the order, as they have retracted it. You will often see the customer is in a minus balance because of this. If a customer who has this note on their account contacts you, or attempts to place an order for another service, please do not process the order, but contact a member of the Refunds Team for more information on the next steps.