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
Let us know if this answered your question. If not, please let us know why!
Tags: chargeback process, dispute, defend chargeback, keyed-entry, mail order, moto, telephone order, avoid chargebacks