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Keep accurate transaction records at all times and make sure you have an internal system in place that allows you to find those records quickly and efficiently whenever they’re needed. You’ll need this information to build your evidence during the representment process.
Handle valid customer complaints and payment disputes promptly and issue credits due as quickly as possible. Quality customer service is the best proactive defense against receiving a chargeback in the first place.
Respond to the chargeback with your representment evidence as quickly as possible. All chargebacks will have a deadline by which you’ll need to have your representment submitted. Typically, this period is a month from the time the dispute takes place, but this can vary by processor or card type.
Answer all points made by the customer in the chargeback dispute. Your representment will more likely be successful if you can present a valid response to all parts of the customer’s complaint. On the other hand, resist the urge to pack in as much evidence as possible. More is less in these cases. Create an easy to read and simple presentation that is straight to the point and addresses the issue at hand. Remember that the bank agent will be the judge in this dispute, and the more clear you make your case, the better chance you have of recovering the disputed funds.
Whenever possible, present proof that the cardholder was the individual who made the purchase. Such examples of proof include:
- AVS (Address Verification Service) and CVV (the three-digit security code) response codes
- Proof of postage or delivery, such as online tracking numbers
- A copy of the original product description, including any photos
- Proof that you resolved the issue by providing a replacement or refund, including all types of correspondence with your customer
- Any agreements signed or accepted at the time of purchase
- Proof of the return policy communicated to the buyer at time of purchase
Once you’ve gathered and submitted all of the representment evidence for the disputed charge, it will be turned over to credit card representatives. They’ll compare what the cardholder claims to what your evidence presents. They will also ensure your evidence meets all the required guidelines before even being considered. It’s important to understand that even though you might think you had undeniable proof that the charge was properly authorized, the bank agent may see it from their cardholder’s point of view.
Chargeback vs Retrieval
There are a number of different reasons why you may have received a chargeback, however the chargeback process is always initiated in the same way.
The chargeback is initiated by the card issuer who has inquired or disputed a credit card transaction. It is then passed to the acquiring bank, to decide and solve that matter with you the merchant.
Whether we can defend the chargeback or not depends on whether the credit card transaction in question breached any of the rules set by VISA, MasterCard, Amex or Discover. If the transaction breached the rules set, then the amount of the transaction may be charged back to your business and debited from your account. However, if the transaction was in line with the rules set, we may be able to defend the chargeback
You have made an error, such as accepted an expired card.
The cardholder or the Card Issuing Bank is disputing the transaction. For example the cardholder was not present at the point of sale and there is a possibility of a credit card fraud.
The client is not satisfied with the service rendered or the product he/she received and they want their money back.
Each chargeback has time limits and specific rules and regulations within which we have to work to. These are set by Visa, MasterCard, JCB , American Express & Discover and greatly influence the actions we can take when dealing with chargebacks and retrievals. When you receive the chargeback letter there will be a heading and a description of the type of chargeback you have received. You need to act immediately upon receiving the letter and need to provide all documents necessary to resolve the dispute. Failure to do so will automatically result in a chargeback to your business and will be debited from your account.
There are a number of different reasons why you may have received a chargeback, however the chargeback process is always initiated in the same way.You have received a retrieval request from our chargeback department because a Bank card issuer has disputed a transaction that you have entered in to with one of their cardholders. At this particular time, we are not given a specific reason why the information has been requested. The card issuer has instructed us to obtain information regarding a specific transaction and under the VISA, MasterCard, American Express, & Discover regulations we are obliged to comply.
The retrieval request letter that we send out to you is designed to ensure that you provide all the information that the card issuer requires to resolve the dispute.
A retrieval request is not a chargeback, which means we have not debited any money from your account. However, a retrieval request can turn into chargeback if the information received from the merchant is insufficient.
The guidelines below are designed to help you protect your business against retrievals by satisfying the card issuer with the information they require.
01. When supplying information for a retrieval request make sure that the signed receipt, invoice or imprinted voucher is clear and legible. If any of the information on the invoice, slip or voucher is unclear, the card issuer has the right to chargeback.
02. Make sure the expiration date on the card is supplied, as again not including all the information the card issuer requires can lead to a chargeback.
03. We must receive your reply and all additional information by the date specified in the request letter, because we must complete all work by the time limits set by VISA, MasterCard, Discover, or American Express regulations. If the card issuer does not receive the requested information within the time limits set they the card issuing bank can issue a chargeback, even if all the information is received after that date.
04. Always reply in writing as we require written confirmation regarding the retrieval request.
05. Provide us with a contact name and a telephone number for us to contact you in case we require additional information.