In addition to the actions described in How can I defend myself against chargebacks?, keyed-entry or MOTO merchants can also provide the following additional information:
Evidence of cardholder actions
If applicable, you should provide evidence of the following:
- Person who signed for the merchandise was authorized to sign on behalf of the cardholder or is known by the cardholder
- Release form or waiver signed by the cardholder that allows packages to be delivered to the cardholder’s address without requiring a signature, and provide an unsigned Proof of Delivery (POD)
- Cardholder agreed to accept the merchandise or services as provided
- For pickups, provide the following:
– Cardholder signature on the pick-up form
– Copy of identification presented by the cardholder
– Details of identification presented by the cardholder
- For deliveries to a business address, provide the following:
– Merchandise was delivered to the address—a signature is NOT required as evidence of delivery
– At the time of delivery, the cardholder was working for the company at the delivery address, for example, you can provide the following:
– Confirmation the cardholder was listed as a director of the company
– Cardholder email address with the company’s domain name
Evidence of your actions
If applicable, you should provide evidence of the following:
- Written correspondence between you and the cardholder, including the following:
– Letters
– Emails
– Photographs
– Faxes
– Any other written correspondence
- Imprinted transaction receipt
- Shipping date, if the merchandise is in the process of being shipped
- You shipped the merchandise to a positive AVS address and obtained Proof of Delivery (POD)
– Domestic only—signed POD may be required to assist with resolving the chargeback
- Delivery, or evidence that the goods or services were delivered as directed by the customer
- Shipping and delivery of any replacement merchandise
- Explanation of any differences when transaction dates, merchant name, or merchant location differ
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Tags: mail order, moto, telephone order, dispute, defend chargeback, provide evidence, transaction documentation, keyed-entry