{"id":41,"date":"2019-07-30T16:09:08","date_gmt":"2019-07-30T16:09:08","guid":{"rendered":"https:\/\/pages.globalpaymentsintegrated.com\/helpcenter2020\/1\/how-can-i-defend-myself-against-chargebacks\/"},"modified":"2022-11-21T14:22:00","modified_gmt":"2022-11-21T14:22:00","slug":"how-can-i-defend-myself-against-chargebacks","status":"publish","type":"post","link":"https:\/\/help.globalpaymentsintegrated.com\/1\/getting-started\/terminology-and-transactions\/how-can-i-defend-myself-against-chargebacks\/","title":{"rendered":"How can I defend myself against chargebacks?"},"content":{"rendered":"<p>If you receive a chargeback, you should do the following:<\/p>\n<ol>\n<li>Follow the instructions on the chargeback notification.<\/li>\n<li>Respond by the due date listed on the notification.<\/li>\n<li>Provide a written reply addressing all of the cardholder\u2019s concerns.<\/li>\n<li>Provide copies of all transaction documents, including, but not limited to the following:<\/li>\n<ul>\n<li>Order forms<\/li>\n<li>Invoices<\/li>\n<li>Contracts<\/li>\n<\/ul>\n<li>Respond to all retrieval requests on time and provide accurate information.<\/li>\n<\/ol>\n<div class=\"notice notice\"><strong>Note:&nbsp;<\/strong>Do not issue credit to an account when you receive a chargeback as the card issuer applies a conditional credit to the cardholder\u2019s account. Any credit you issue after you have received a chargeback may not be recoverable. You may be financially responsible for the credit and the chargeback.<\/div>\n<div class=\"notice notice-danger\"><strong>Important:<\/strong> The card issuer may reverse the chargeback if the information is sufficient. Chargeback reversals are conditional as the card issuer may investigate the case further by processing a second chargeback or pre-arbitration case.<\/div>\n<h3>Evidence of cardholder actions<\/h3>\n<div class=\"notice notice-danger\"><strong>Important:<\/strong> You must provide compelling evidence that the cardholder took part in the transaction.<\/div>\n<p>If applicable, you should provide evidence of the following:<\/p>\n<ul>\n<li>Cardholder\u2019s awareness that they purchased merchandise in \u201cas is\u201d condition, for example, the following documents:<\/li>\n<\/ul>\n<p>&nbsp;&nbsp;&#8211; Signed disclosure<\/p>\n<p>&nbsp;&nbsp;&#8211; Screen print for e-Commerce<\/p>\n<ul>\n<li>Letter from cardholder admitting that they purchased merchandise \u201cas is\u201d<\/li>\n<li>Cardholder\u2019s non-compliance with a clearly documented cancellation policy, return policy, or applicable law<\/li>\n<\/ul>\n<h3>Evidence of your actions<\/h3>\n<p>If applicable, you should provide evidence of the following:<\/p>\n<ul>\n<li>One or more undisputed payments for the same merchandise or service<\/li>\n<li>You issued credit to the account to correct an error<\/li>\n<li>Multiple fraudulent transactions did not occur, including the following:<\/li>\n<\/ul>\n<p>&nbsp;&nbsp;&#8211; Transaction documents<\/p>\n<p>&nbsp;&nbsp;&#8211; A written rebuttal explaining the multiple transactions<\/p>\n<p>&nbsp;&nbsp;&#8211; Pointing out differences between transactions such as the following:<\/p>\n<p>&nbsp;&nbsp;&#8211; Two different clerks<\/p>\n<p>&nbsp;&nbsp;&#8211; Times of transactions<\/p>\n<p>&nbsp;&nbsp;&#8211; Checkout lanes<\/p>\n<p>&nbsp;&nbsp;&#8211; Different merchandise purchased<\/p>\n<ul>\n<li>You rendered the services<\/li>\n<li>You attempted to repair or replace goods, or provide replacement services<\/li>\n<\/ul>\n<p>You should also provide a legible copy of the transaction documentation to assist the cardholder in recognizing the transaction.<\/p>\n<h3>Additional actions for different merchant types<\/h3>\n<p>As well as the actions described, you can also provide additional information for different transaction types. For more information about actions for each merchant type, see the following:<\/p>\n<ul>\n<li><a href=\"what-can-a-keyed-entry-or-moto-merchant-do-to-avoid-chargebacks\" target=\"_blank\" rel=\"noreferrer noopener\">Keyed-entry or MOTO merchants<\/a><\/li>\n<li><a href=\"what-can-an-e-commerce-merchant-do-to-avoid-chargebacks\" target=\"_blank\" rel=\"noreferrer noopener\">E-Commerce merchants<\/a><\/li>\n<li><a href=\"what-can-a-retail-merchant-do-to-avoid-chargebacks\" target=\"_blank\" rel=\"noreferrer noopener\">Retail merchants<\/a><\/li>\n<li><a href=\"what-can-a-recurring-billing-or-service-based-merchant-do-to-avoid-chargebacks\" target=\"_blank\" rel=\"noreferrer noopener\">Recurring billing or service-based merchants<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>If you receive a chargeback, you should do the following: Follow the instructions on the chargeback notification. Respond by the due date listed on the notification. Provide a written reply addressing all of the cardholder\u2019s concerns. Provide copies of all transaction documents, including, but not limited to the following: Order forms Invoices Contracts Respond to [&hellip;]<\/p>\n <div style=\"margin-bottom:20px;\" class=\"page-blu\"><a class=\"moretag\" href=\"https:\/\/help.globalpaymentsintegrated.com\/1\/getting-started\/terminology-and-transactions\/how-can-i-defend-myself-against-chargebacks\/\">Read More <\/a><\/div>","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57,58,6],"tags":[66,67,68,69,70],"_links":{"self":[{"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/posts\/41"}],"collection":[{"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/comments?post=41"}],"version-history":[{"count":6,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/posts\/41\/revisions"}],"predecessor-version":[{"id":1852,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/posts\/41\/revisions\/1852"}],"wp:attachment":[{"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/media?parent=41"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/categories?post=41"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/tags?post=41"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}