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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

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