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We always call customers that dispute charges. The best plan is to be polite and explain that you are from the fraud division and that you are investigating the complaint. Try to side with at the begining and if they still deny it, ask if anyone else has access to the same PC and credit card because your logs indicate that the purchase was made from their IP number (you have to bullshit a bit here and blind them with techie speak).
I would say about 70% of the time we get them to admit that they made the purchase . Of course the next problem is getting the card company to accept the proof.
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