By Lisa M. Cantalupo
Leather Artist | Where Leather Meets Lineage
A leather artist’s perspective on fairness, integrity, and the human impact of chargeback abuse.
Each handmade piece begins here — one cut, one stitch, one story at a time.
I’ve been handcrafting leather art; clothing; accessories, and jewelry, for nearly two decades. Every piece that leaves my hands carries hours of work, years of experience, and a little part of my heart.
Recently, I had a customer file a chargeback — 56 days after receiving a made-to-order leather bracelet. The clasp had broken shortly after it arrived, and I immediately offered to repair it if he would send it back. He didn’t want to. Instead, he asked that I send him a new clasp, which I did — at no cost.
Nearly two months later, I was notified of a chargeback claim, the reason listed as “product unacceptable.”
For small, independent artists like me, this kind of claim isn’t just frustrating — it’s damaging and disheartening.
What a Chargeback Really Is
A chargeback happens when a customer disputes a charge directly with their bank or credit card company, instead of contacting the merchant. It’s meant to protect buyers from fraud, damaged goods, or unauthorized transactions.
But when used incorrectly — to reverse a legitimate, delivered purchase — it becomes what the payments industry calls “friendly fraud.”
And while the name sounds harmless, it’s anything but friendly.
When a chargeback is filed:
- The money is immediately withdrawn from the seller’s account.
- The seller also pays a nonrefundable dispute fee.
- The seller loses both the product and the payment, even if the item was custom-made and cannot be resold.
- Countless hours go into gathering documentation to fight the claim.
For a small handmade business, that’s not just lost income — it’s lost materials, time, and emotional energy.
Why It Hurts Makers
When someone files a chargeback instead of reaching out, it denies the maker any opportunity to make things right.
For large corporations, a $150 loss might be a blip. For an independent artist, that can be groceries, tools, or part of next month’s rent.
And beyond the financial hit, there’s an emotional one.
Every handmade piece is more than a product. It’s a promise — one that begins with raw materials and ends in a carefully wrapped box. A chargeback can feel like someone tearing that promise in half.
When a Chargeback Isn’t Fair
A chargeback is not the same as a refund.
A refund happens after communication and consent. A chargeback happens to you — without warning or discussion.
Too often, chargebacks are used as an extended warranty long after an item has been received and accepted, and used or worn.
That’s not what the system was designed for. And when it’s used that way, it becomes an unfair tool — one that punishes the very people trying hardest to do right by their customers.
The Bigger Picture
Most people don’t mean harm when they file a chargeback; they simply don’t know how it works behind the scenes.
They don’t see the reversal fees, the weeks of waiting, or the helplessness of watching a handcrafted piece disappear into paperwork.
Independent artists and small business owners aren’t faceless brands.
We’re the people designing, crafting, packaging, and shipping every order ourselves.
We’re the ones answering your messages, offering repairs, and caring deeply about your satisfaction.
When chargebacks are misused, it doesn’t just hurt a business — it hurts a person.
How Customers Can Help
If you ever receive something that isn’t quite right:
- Contact the seller first. Most small businesses will do everything possible to fix it.
- Respect the repair process. Handmade goods can almost always be repaired or adjusted.
- Understand what “custom” means. Custom-made pieces can’t simply be returned or resold — they were made for you.
A little communication can prevent a lot of unnecessary loss.
Every piece I make is wrapped with care — from my hands to yours.
Closing
I’ll continue doing what I’ve always done — creating with care, standing behind my work, and treating every customer with respect.
But I hope this story helps others understand that when chargebacks are misused, they don’t just challenge a business policy — they take from the heart of a creator.
So, if this message resonates, please share it.
Help raise awareness for the makers, artists, and small business owners who put their hands, hearts, and livelihoods into every order.
Because handmade deserves fairness, too. ♥
Have you ever faced a similar situation — buyer, maker, or otherwise? I’d be curious to hear your thoughts below.
