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https://www.dalpay.com/en/support/chargebacks.html
"Preventing Chargebacks
Chargebacks are the bane of merchants all around the world. Though chargeback cases can be won by an honest seller with presentation of the correct evidence, the time that it takes away from the core of your business and the hassle it creates makes the winning still not worth it. The only advisable way to deal with chargebacks is to avoid them at all costs.
Firstly, you have to be an honest seller. Honesty on your side means fewer problems, unless customers create them for you. Thus, you should make sure that you provide your items at their very best, and provide the best customer service that your company can muster. This way, your customers will not go to the extent of complaining about the transaction to their issuing bank.
Secondly, it is very important to prevent fraudulent transactions and unauthorized use of cards.
Here are some of the warning signs, which are red flags for possible fraud:
- Bulk orders which seem to be beyond normal range. Though these orders will increase your sales, be wary, as this can be a warning signal, especially if you are dealing with a new client.
- Orders for big ticket items. A new customer ordering a big ticket item should be subject to scrutiny first, before any transaction is granted.
- Multiple orders made within a short period of time. This may be a sign of unauthorized card use, so try to verify with the customer or the issuing bank.
- Different billing and delivery addresses. Though there are certain exceptions, it is advisable to verify this difference and check whether the card use is authorized.
- Orders which demand rush or overnight delivery. Orders, especially large ones, which request express delivery should be further investigated, again especially with new customers.
- Orders made with the use of free email addresses such as Yahoo or Hotmail.
Fraudsters rarely reveal their true identities and instead use free e-mail providers to place their orders.
- Orders made with various tries on the card number or expiry date. This means that the user is plainly guessing the expiry date, and the credit card is
not actually at hand.
- Multiple orders made using different credit cards, but delivered only to one address. For obvious reasons, do check whether the use of these multiple cards is authorized.
- International shipping where Address Verification Service is not applicable. International transactions are very risky, since it can be difficult to retrieve the goods once they have left the country. While not all transactions of this nature are fraudulent, it is safer to keep your guard up and exercise extra caution. It is best that you follow your instincts. If a transaction seems too good to be true, then it might probably be, at the end of the day.
- Use the security feature provided by both Visa and MasterCard, called CVV2 or CVCs, which matches security numbers found on the actual card.
To prevent instances of chargeback disputes, here are some useful suggestions:
1. Make sure that you provide your customers with all possible contact information and good customer service. This way, you will encourage them to channel their complaints to you first, before calling up their issuing bank to request a chargeback.
2. Be clear with your return policy, as well as your shipping policies, and make sure that your customer clearly understands them before transacting with you.
3. Aside from verifying the billing address and security code, request the name of the card issuing bank as one of your purchasing policies. Failure to provide this will be a big red warning flag.
4. Always send confirmation e-mails to your customer. These should be automated ones which contain the invoice. Once shipped, send another confirmation e-mail providing shipping details and tracking information.
5. When the shipping address is different from the billing address, try to confirm the information and exercise extra caution.
6. Many consumers ask for a chargeback when they do not recognize the charge being made on their credit card statement. Thus, make sure that your
company name and a clear transaction description will be reflected on their bill.
While these methods are ways for preventing fraudulent transactions and for winning chargebacks, they are not sometimes enough in the real world setting. This is because what causes most chargebacks is not fraud, identity theft, processing errors or the like. What causes most chargebacks is what is referred to as "friendly fraud."
What is Friendly Fraud?
From a merchant's point of view, there is nothing friendly or pleasing about friendly fraud. Friendly fraud is an industry term which refers to a fraud which results from a customer making a purchase with his or her own credit card, receiving the merchandise and then filing for a chargeback. This involves dishonest people who would like to keep the merchandise without actually paying for it.
In the offline world, this is known simply as shoplifting or stealing, and perpetrators rightfully belong in jail if caught red-handed. However, this pattern ofbehaviour is tolerated on the Internet, thanks to chargebacks. So, how can you prevent the occurrence of friendly fraud chargebacks and avoid customers who only want take advantage of you?
First of all, here are four elements that you need to incorporate into your transactions, to minimize occurrences of chargebacks:
1. Address Verification. You should decline transactions without a matching billing address.
2. Security Code. Your customers must provide the card security code found at the back of their card (aka the CVV).
3. Traceable Shipping Service. You should use only a shipping service with a tracking system in place, preferably one which requires a signature as receipt confirmation.
The first two are important to minimize fraudulent transactions not made by the owner, while the third is important to refute an invalid chargeback. A more detailed explanation of these will be found in another chapter in this explanation.
For the meantime, let us look into the ways by which you can win a friendly fraud chargeback.
Truth be told, friendly fraud is one of the most difficult type of chargebacks to process. The way you need to respond will depend on what kind of claim your customer is making. Here are some of the common claims made, and how you can respond to them:
1. Customer insists that the item was never delivered and that he or she never received the product they paid for. In response to the retrieval request, provide a copy of the transaction receipt, with matching AVS and card code, a copy of the delivery receipt from the courier, or any communication from the customer that indicates that they indeed received said product.
2. Customer says that the item is not as described, or is not happy with the purchase. This is one of the weakest excuses for coming up with a chargeback. You should provide the same documents as mentioned above, along with your refund policy and a statement which clearly states that refunds are possible, as long as the merchandise is returned.
3. Customer insists that the item has been returned, yet the refund was never issued. In this case, you should ask the customer for proof of delivery to your return address. If the customer happened to return the merchandise after the period covered by your return policy, provide a copy of the policy.
4. Customer says that the order was cancelled but the merchandise was still shipped. In this case, you will need to specify, in your selling terms and conditions, that once an order is placed, cancellation is not possible once the item has been shipped. You should provide the delivery receipt, record of secure code, a copy of your return policy and a statement welcoming return of the merchandise if refund is requested.
5. You have already issued a chargeback to the cardholder, yet the customer disputes the charges. This may be the most frustrating for merchants. These are made by those who obviously have ill intent. You can opt to report these cases to your local police.".....................
