We resolve billing problems directly, quickly, and on the record — and we document every order thoroughly enough to respond to any payment dispute with evidence. This page explains how disputes are handled and what documentation exists on every order shipped by American Mortuary Coolers & Equipment.

Talk to us before disputing a charge

Most billing issues are resolved in days. A card dispute typically takes 60–90 days and freezes the conversation. Before contacting your card issuer, call 1-888-792-9315 or email Service@mymortuarycooler.com — see our Customer Issue Resolution process and Returns and Cancellations policy. If something is wrong with your order, we want to fix it faster than a dispute cycle can.

What we document on every order

Every order generates a permanent record: the order confirmation and the terms accepted at checkout (including freight and delivery terms), billing and device data captured at the time of purchase, all written correspondence, and the complete carrier file — bill of lading, signed proof of delivery, carrier delivery scans, and freight inspection photos where available. These records are retained for the full card-network dispute window and beyond.

How disputes are handled

We respond to every chargeback through our payment processor with the complete evidence file. Disputes are decided by the issuing bank under card-network rules — not by us and not by the cardholder. A chargeback is not a substitute for our Refund Policy: the underlying terms of sale, including restocking and freight terms, continue to apply to the order regardless of the dispute outcome.

Misrepresented disputes

A dispute claiming non-receipt of equipment that carries a signed delivery receipt, or claiming an "unauthorized" charge on a verified order, is a misrepresentation. We submit the contradicting evidence in full, may report the dispute to card-network fraud-monitoring programs, may pursue recovery of the amounts owed plus fees and costs where permitted by law, and refer suspected criminal fraud to law enforcement.

Commercial and institutional buyers

Invoiced and purchase-order transactions are governed by the invoice terms. Disputes on corporate or purchasing cards receive the same evidence-based response. Tax documentation is available at Request W-9.

This policy supplements and is governed by our Terms and Conditions. American Mortuary Coolers & Equipment · 140 Kwick Way Lane, Unit 7, Johnson City, TN 37615 · 1-888-792-9315