As a business owner you need to have a chargeback policy in place. It will go a long way in providing your team with guidance on how to deal with chargeback but also lets your MP (Merchant Processor) help you resolve chargebacks since your customers have a policy they can follow in place on your website. 

The article below is a fantastic resource for setting up (or updating) the chargeback policy on your website!

https://www.merchantfraudjournal.com/chargeback-policy/