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Articles tagged: dispute

What is a chargeback?

A chargeback is when a customer or issuing bank disputes one of your transactions. For example, if a customer has a transaction on their statement that they don’t recognize, they can contact their bank to dispute the transaction. Read more

The chargeback process

There are up to four stages in the chargeback process, which include the following: Retrieval request First chargeback Second chargeback, also known as pre-arbitration Arbitration Retrieval request A retrieval request is when a cardholder’s bank asks a merchant to send information about a transaction. Read more

What is a retrieval request?

A retrieval request is when a bank asks you to send information about a transaction that a customer disputed. You receive a retrieval request in the mail. A retrieval request doesn’t cost you anything, however, not responding to the request leads to a chargeback. Read more

What happens after I have responded to my retrieval request?

When you respond to a retrieval request, the issuing bank or cardholder decides if you have given enough evidence to prove that the transaction took place and is genuine. If your evidence proves that the transaction is genuine, the issuing bank doesn’t ask that we take the disputed amount from your account. Read more

How can I avoid chargebacks?

You can avoid chargebacks by using the following best practices: Do: Obtain the cardholder’s signature to confirm they received the merchandise in good condition. Be careful when manually keying an account number for approval to prevent keying errors. Read more

What can a retail merchant do to avoid chargebacks?

In addition to the best practices described in How can I avoid chargebacks?, retail merchants should use the following best practices: Do: Ensure the cardholder’s card is present. Ensure your POS device is in working order and free from dirt and debris. Read more

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

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 Read more