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

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 had been used in a previously undisputed transaction, for example:

    – IP address

    – Email address

    – Physical address

    – Telephone number

  • Transaction history for registered online users including, for example,

    – Device type

    – IP address

    – Time and date of purchase

  • Cardholder accessed your website after the transaction date
  • Digital delivery:

    – The cardholder’s email address used at the time of purchase matches the email address used to deliver digital goods

  • Site-to-store delivery, card not present:

    – 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:

    – Photographs

    – Emails

  • Cardholder disputing the transaction has the merchandise or is using the service, for example:

    – 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:

    – 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

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