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What additional evidence can a keyed-entry or MOTO merchant provide to defend against chargebacks?

In addition to the actions described in What is a chargeback?, you can also provide the following evidence:

Example evidence of the cardholder’s actions

  • Cardholder’s authorization for someone else to sign for goods or services on their behalf.
  • Release form or waiver that the cardholder signed that allows you to deliver packages to the cardholder’s address without requiring a signature, and an unsigned Proof of Delivery (POD).
  • For pickups, provide:
    • The cardholder’s signature on the pickup form
    • Details or a copy of identification that the cardholder provided
  • For deliveries to a business address, provide evidence that the cardholder was working for the business at the delivery address. For example, the cardholder using a company email address.

Example evidence of your actions

  • Written communication between you and the cardholder, for example, letters or emails
  • Shipping confirmation for goods that are in the process of being shipped
  • Positive AVS address and Proof of Delivery (POD)
  • Signed POD for domestic only deliveries
  • Evidence you delivered the goods or services as the cardholder requested
  • Shipping and delivery of any replacement goods
  • Explanation of why the transaction date, your merchant name, or your merchant location is different to what the cardholder thought it should be
Note: You don’t need to collect a signature as evidence of delivery.

What can I do to help prevent chargebacks?

In addition to the best practices described in What can I do to help prevent chargebacks?, we recommend you follow these best practices:

Do:

  • Be careful when manually entering the cardholder’s payment details to prevent keying errors
  • Imprint the front of the cardholder’s payment card on the bottom of the transaction receipt the cardholder signs
  • Avoid writing the account number on the transaction receipt.
  • You should use a manual imprinter because processors don’t consider pencil or crayon rubbings as valid imprints
  • Use the CVV2 Validation Program for keyed transactions instead of an imprint
  • Use AVS to verify the cardholder’s address

Don’t:

  • Change the original imprint of a payment card
  • Imprint on the back of a receipt or imprint on a blank transaction receipt

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