- Accessing the Payments Portal
- Funding and Deposits
- Getting Started
- Managing my Account
- Online Solutions
- Privacy, Security, and Compliance
- Using the Payments Portal
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 […]
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 […]
What happens after I have responded to my retrieval request?
When you respond to a retrieval request, the issuing bank or cardholder decides if you have given enough evidence to prove that the transaction took place and is genuine. If your evidence proves that the transaction is genuine, the issuing bank does not ask that we take the disputed amount from your account. If your […]
What should I do when I receive a retrieval request?
When you receive a retrieval request, you should provide all available documentation to support the transaction. The documentation should relate to the reason stated on the retrieval request, and you should return documentation by the date listed on the request. Important: If you do not respond on time, or your response is inaccurate, the retrieval […]
How long should I keep transaction documentation?
You should keep your transaction documentation for the following amounts of time: Visa and Mastercard: 13 months Healthcare transactions: Five years Discover and American Express: Two years
How does EMV protect me against chargebacks?
One of the best things you can do to reduce your chargeback risk, is to invest in EMV-enabled hardware. It is much harder for fraudsters to skim and duplicate EMV cards because of the nature of the cards, and because of how EMV transactions are processed. With chargebacks related to EMV transactions, you can provide: […]
How can I defend myself against chargebacks?
If you receive a chargeback you should: Follow the instructions on the chargeback notification Respond by the due date listed on the notification Provide a written reply addressing all of the cardholder’s concerns Provide copies of all transaction documents, including, but not limited to: – Order forms – Invoices […]
The chargeback process
There are up to four stages in the chargeback process: Retrieval request First chargeback Second chargeback, also known as pre-arbitration Arbitration Retrieval request A retrieval request is when a cardholder’s bank asks a merchant to send information about a transaction. A retrieval request does not cost you anything, however, not responding to the request leads […]