Ken,
We have taken charges for 20 years and have had no charge backs although we deal with our customers face to face. I have a friend who just went through a bizarre charge back issue. She had a customer come in and special order an item. When the item came in my friend called the customer at home. The customer picked up her order and paid with her credit card. 2 months later the credit card co. notified her that the charge was being disputed because the customer insisted that she had never purchased anything from this store. She submitted her copy of the original order with the phone # on it, a copy of the phone book showing the customer's name with that number and a copy of the signed credit card receipt. The credit card co. sided with the customer. My friend is looking into appealing.
There's something more to this. Did your friend miss the time frame to respond? If they have a signed credit card receipt and the sign's match, that shouldn't happen.
