Chargebacks

What is a retrieval request?

A retrieval request is when a bank asks you to send information about a transaction that a customer disputes. You receive a retrieval request in the mail. A retrieval request does not cost you anything, however, not responding to the request leads to a chargeback. If you have any questions about retrieval requests, call the

What is a chargeback?

A chargeback is when a customer or issuing bank disputes one of your transactions. For example, if a customer has a transaction they do not recognize, they can contact their bank to dispute the transaction. When the issuing bank issues a chargeback, the transaction amount is deducted from your account while it investigates the chargeback.

What is a chargeback?

A chargeback is when a customer or issuing bank disputes one of your transactions. For example, if a customer has a transaction they do not recognize, they can contact their bank to dispute the transaction. When the issuing bank issues a chargeback, the transaction amount is deducted from your account while it investigates the chargeback.

What is a retrieval request?

A retrieval request is when a bank asks you to send information about a transaction that a customer disputes. You receive a retrieval request in the mail. A retrieval request does not cost you anything, however, not responding to the request leads to a chargeback. If you have any questions about retrieval requests, call our

What can a recurring billing or service-based merchant do to avoid chargebacks?

In addition to the best practices described in How can I avoid chargebacks?, recurring billing or service-based merchants should follow these additional best practices. Do: Cancel the recurring billing as soon as the cardholder notifies you of their wish to cancel. Make sure billing and cancellation terms are clear in the recurring billing contract. Make

What can a retail merchant do to avoid chargebacks?

In addition to the best practices described in How can I avoid chargebacks?, retail merchants should follow these additional best practices. Do: Ensure the cardholder’s card is present. Ensure your POS device is in working order and free from dirt and debris. Void errors at POS before batching out. Obtain a legible, signed, and imprinted

What can an e-Commerce merchant do to avoid chargebacks?

In addition to the best practices described in How can I avoid chargebacks?, e-Commerce merchants should follow these additional best practices. Do: Clearly indicate the expected delivery date on the transaction receipt or invoice. Contact the cardholder in writing if the merchandise or service cannot be provided or is delayed. Provide a valid customer service

What can a keyed entry or MOTO merchant do to avoid chargebacks?

In addition to the best practices described in How can I avoid chargebacks?, keyed-entry or MOTO merchants should follow these additional best practices. Do: Imprint the front of the credit card on the bottom of the transaction receipt that the cardholder signs. Avoid hand-writing the account number on the transaction receipt. You should use a

How can I avoid chargebacks?

You can avoid chargebacks by using the following best practices: Do: Obtain the cardholder’s signature to confirm they received the merchandise in good condition Be careful when manually keying an account number for approval to prevent keying errors Obtain another form of payment if you receive a “Decline” response Confirm you received valid authorization before

What is a fallback transaction?

A fallback transaction happens when the cardholder inserts a chip card into an EMV compliant device, but there is a fault with the chip. The device cannot read the chip, but allows the cardholder to complete the transaction using the magnetic stripe on the card. Note: Because the device is EMV ready, and there was