Increase your chances of winning a chargeback
Increase your chances of winning a chargeback
Last updated: 11-May-2021
Overview
Dealing with chargebacks can turn into a painful process for online businesses. Chargebacks can cost you more than just lost sales; those losses combined with associated fees can result in a major business drop.
To protect you from the downsides of the chargeback process, we have a dedicated chargeback team whose main objective is to ensure a high winning rate for your disputes, while making the entire experience better for you and your customers. The reasons why you should care about chargebacks are obvious:
Chargebacks are expensive, both in fees, and lost revenue
Chargebacks are time-consuming from a labor perspective
Chargebacks are disputed by 2Checkout on your behalf, as we attempt to win a chargeback reversal in order to save the value of the transaction. But there is no proven process for winning, and there is no way to guarantee success.
Separation of chargeback requests
To ensure lower costs and resolution time for all the parties involved, Visa has started to differentiate between 2 dispute types: allocation and collaboration. This separation has been made to allow Visa's internal system to use their own internal data more effectively and incorporate automation whenever possible.
Allocation
Collaboration
Management style
Liability-Assessment Model
Litigation-Based Model
Action taken
Visa will consult internal data and assess liability to either the cardholder or the merchant.
The merchant has a chance to respond to the dispute with compelling evidence; the outcome will be determined by issuer and acquirer together (similar to current processes)
Dispute categories
Fraud, Authorization
Customer Dispute, Processing Error
Maximize your chargeback winning rate
Obviously, the best protection is to do everything you can to prevent chargebacks from being filed. But no matter how vigilant you are, chargebacks are inevitable, so preparation and anticipation are the keys. Winning a chargeback dispute is difficult, but not impossible.
Digital goods
For the Collaboration chargeback type, you can help us improve your chargeback winning rate by providing the following documents (where applicable), in PDF format:
Evidence of cardholder or customer is in possession of the merchandise and making use of the service
Evidence of e-correspondence if available (email communication between you and the customer)
Description of merchandise or service purchased
Evidence that the goods or services described on the invoice were delivered or provided as described (authentic merchandise)
Evidence that the cardholder did not attempt to return the merchandise or cancel the service
Proof that the cardholder failed to meet the cancelation terms of the signed contract
Evidence to demonstrate that the cardholder received the merchant's cancelation or return policy and did not cancel according to the disclosed policy
Description of the goods or services successfully downloaded, the date and time such goods or services were downloaded and two or more of the following:
Purchaser’s name and email address linked to the customer profile on record with the merchant
Evidence that the profile set up by the purchaser on the merchant’s website or application was accessed by the cardholder and successfully verified by the merchant before the transaction date
Proof that the merchant’s website or application was accessed by the cardholder for goods or services on or after the transaction date
Documentation confirming the cardholder or authorized user is registered to purchase goods with a password and must provide one or more of the following documentation
Other completed undisputed purchases prior to, or after, the alleged fraudulent transaction
Details of the purchase
Proof of delivery
Email addresses to support digital download delivery
Evidence that the cardholder or authorized user registered the disputed goods and services for purposes of warranty or future software updates
Evidence that the disputed goods or services were used
Physical goods
For the Collaboration chargeback type, you can help us improve your chargeback winning rate by providing the following documents (where applicable), in PDF format:
Emails or photographs to prove a link between the shopper and the cardholder, or to prove that the cardholder disputing the transaction is in possession of the merchandise and/or is using the merchandise or services
For an e-commerce transaction in which the merchandise is delivered or collected from the merchant's location, documentation (proof of delivery, tracking numbers) that the item was delivered or any of the following:
Signature of the cardholder on the pick-up form
Copy of identification presented by the cardholder
Details of identification presented by the cardholder
Copy of the invoice
Evidence, such as photographs or emails, to prove that the merchandise or service matched what was described
Documentation to prove that the cardholder did not attempt to return the merchandise
Evidence that returned merchandise has not been received
Evidence that the merchant tried to repair or replace merchandise/services
Documentation to prove that the merchandise is not counterfeit
Evidence that the terms and conditions were clearly communicated to the cardholder before the transaction was processed
Cancelation and return policy
Any communication with the customer, including emails or social media interactions
Proof that the merchandise delivered was not damaged or defective
Chargebacks guide
https://verifone.cloud/docs/2checkout/Documentation/27Refunds_and_chargebacks/Chargebacks_guide
Need help?
Contact Support
Do you have a question? If you didn’t find the answer you are looking for in our documentation, you can contact our Support teams for more information. If you have a technical issue or question, please contact us. We are happy to help.
Not yet a Verifone customer?
Was this helpful?