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Articles tagged: provide evidence

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

How can I defend myself against chargebacks?

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’s concerns. 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

What additional information can an e-Commerce merchant provide to defend against chargebacks?

In addition to the actions described in How can I defend myself against chargebacks?, e-Commerce merchants can also provide the following additional information: Evidence of cardholder actions If applicable, you should provide evidence of the following: Transaction was completed by a member of the cardholder’s household Transaction used data that the cardholder used in a previously undisputed transaction, for example, the cardholder used one of the following: – IP address – Email address – Physical address – Telephone number Transaction history for registered online users, for example, provide the following: – Device type – IP address – Time and date of purchase Cardholder accessed your website after the transaction date For digital delivery, provide the following: – The cardholder’s email address used at the time of purchase matches the email address used to deliver digital goods For site-to-store delivery, card not present, provide the following: – Cardholder signature on the pick-up form – Copy of cardholder identification 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 Direct connection between the cardholder and the person who received the merchandise or services, for example, provide the following: – Photographs – Emails Cardholder disputing the transaction has the merchandise or is using the service, for example, provide the following: – Photographs – Emails Evidence of your actions If applicable, you should provide evidence of the following: Verified by Visa was used Written correspondence between you and the cardholder, including the following: – Letters – Emails – Photographs – Faxes – Any other written correspondence Invoice or Proof of Delivery (POD) showing that merchandise was shipped before cancellation and has not been returned 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

How does EMV protect me against chargebacks?

One of the best things you can do to reduce your chargeback risk, is to invest in EMV-enabled hardware. It is much harder for fraudsters to skim and duplicate EMV cards because of the nature of the cards, and because of how EMV transactions are processed. Read more