{"id":50,"date":"2019-07-31T09:27:34","date_gmt":"2019-07-31T09:27:34","guid":{"rendered":"https:\/\/pages.globalpaymentsintegrated.com\/helpcenter2020\/1\/what-can-an-e-commerce-merchant-do-to-avoid-chargebacks\/"},"modified":"2021-07-01T05:45:03","modified_gmt":"2021-07-01T05:45:03","slug":"what-can-an-e-commerce-merchant-do-to-avoid-chargebacks","status":"publish","type":"post","link":"https:\/\/help.globalpaymentsintegrated.com\/1\/getting-started\/what-can-an-e-commerce-merchant-do-to-avoid-chargebacks\/","title":{"rendered":"What additional evidence can an e-Commerce merchant provide to defend against chargebacks?"},"content":{"rendered":"<p>In addition to the actions described in <a href=\"what-is-a-chargeback\/\" target=\"blank\" rel=\"noopener noreferrer\">What is a chargeback?<\/a>, you can also provide the following evidence:<\/p>\n<h3>Evidence of the cardholder\u2019s actions<\/h3>\n<ul>\n<li>Evidence that the cardholder used in a previous transaction that they didn\u2019t dispute, for example:<\/li>\n<ul>\n<li>IP address<\/li>\n<li>Email address<\/li>\n<li>Physical address<\/li>\n<li>Telephone number<\/li>\n<\/ul>\n<li>Transaction history if the cardholder is registered online, for example:<\/li>\n<ul>\n<li>Type of device they used to checkout<\/li>\n<li>IP address<\/li>\n<li>Time and date of purchase<\/li>\n<\/ul>\n<li>Evidence of the cardholder accessing your website after the transaction date<\/li>\n<li>Evidence that the cardholder\u2019s email address they used at the time of the purchase matches the email address they used to receive digital goods<\/li>\n<li>A pickup form with the cardholder\u2019s signature and a copy of their identification<\/li>\n<li>A release form or waiver that the cardholder signed that allows you to deliver packages to the cardholder\u2019s address without requiring a signature, and an unsigned Proof of Delivery (POD)<\/li>\n<li>Evidence that the cardholder agreed to accept the goods or services as provided<\/li>\n<li>Evidence that the cardholder has the goods or is using the service, for example, photographs or emails<\/li>\n<\/ul>\n<h3>Evidence of your actions<\/h3>\n<ul>\n<li>Written correspondence between you and the cardholder, which may include:<\/li>\n<ul>\n<li>Letters<\/li>\n<li>Emails<\/li>\n<li>Photographs<\/li>\n<li>Faxes<\/li>\n<\/ul>\n<li>Invoice or Proof of Delivery (POD) that shows you shipped the goods before cancellation and the cardholder hasn\u2019t returned them<\/li>\n<li>Evidence that you shipped the goods to a positive AVS address and you obtained Proof of Delivery (POD)<\/li>\n<li>A signed POD for domestic only deliveries<\/li>\n<li>Evidence of shipping and delivery of any replacement goods<\/li>\n<li>Explanation of why the transaction dates, your merchant name, or your merchant location is different to what the cardholder thought it would be<\/li>\n<\/ul>\n<h3>What can I do to help prevent chargebacks?<\/h3>\n<p>In addition to the best practices described in <a href=\"how-can-i-avoid-chargebacks\/\" target=\"blank\" rel=\"noopener noreferrer\">How can I avoid chargebacks?<\/a>, we recommend you follow these best practices:<br \/>\n<span><br \/>\nDo:<\/span><\/p>\n<ul>\n<li>Clearly indicate the expected delivery date on the receipt or invoice<\/li>\n<li>Contact the cardholder in writing if you delay delivery or cancel the goods or service<\/li>\n<li>Provide a valid customer service number or a URL address<\/li>\n<li>Provide goods or services as you described to the cardholder<\/li>\n<li>If the cardholder receives defective goods or they do not receive the goods as you described, immediately resolve the issue at first contact<\/li>\n<li>Use an AVS to confirm that the billing and shipping address match<\/li>\n<\/ul>\n<p>Don&#8217;t<\/p>\n<ul>\n<li>Charge the cardholder before you ship the goods to them<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>In addition to the actions described in What is a chargeback?, you can also provide the following evidence: Evidence of the cardholder\u2019s actions Evidence that the cardholder used in a previous transaction that they didn\u2019t dispute, for example: IP address Email address Physical address Telephone number Transaction history if the cardholder is registered online, for [&hellip;]<\/p>\n <div style=\"margin-bottom:20px;\" class=\"page-blu\"><a class=\"moretag\" href=\"https:\/\/help.globalpaymentsintegrated.com\/1\/getting-started\/what-can-an-e-commerce-merchant-do-to-avoid-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":[86,89,60,68,61,79,71],"_links":{"self":[{"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/posts\/50"}],"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=50"}],"version-history":[{"count":3,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/posts\/50\/revisions"}],"predecessor-version":[{"id":639,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/posts\/50\/revisions\/639"}],"wp:attachment":[{"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/media?parent=50"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/categories?post=50"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/help.globalpaymentsintegrated.com\/1\/wp-json\/wp\/v2\/tags?post=50"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}