How to Resolve Dispute with a Card issuer

Size: px
Start display at page:

Download "How to Resolve Dispute with a Card issuer"

Transcription

1 Disputes Management Guide Version 4.0 December 2011 Business Gateway

2 Dispute Management Guide Table Of Contents About This Guide... 3 Update History... 3 Copyright... 3 Introduction to Dispute Management... 4 What is a Chargeback?... 5 The Chargeback Process - An Overview... 6 Reference... 8 Request for Information (RFI)... 8 Dispute Types & Causes Dispute Management Page Chargeback Reasons and Solutions Business Gateway Disputed Payments Page 2 of 35

3 About This Guide About This Guide This document describes the facilities available on WorldPay Payment Disputes and how to use them. It is intended for all customers using WorldPay's payment service. Update History Version Change description Date Affected Pages 4.0 Gateway and guide name added to navigation path December 2011 All pages 3.0 WorldPay rebrand May 2011 All pages Copyright WorldPay Limited While every effort has been made to ensure the accuracy of the information contained in this publication, the information is supplied without representation or warranty of any kind, is subject to change without notice and does not represent a commitment on the part of WorldPay Limited. WorldPay Limited therefore, assumes no responsibility and shall have no liability, consequential or otherwise, of any kind arising from this material or any part thereof, or any supplementary materials subsequently issued by WorldPay Limited. WorldPay Limited has made every effort to ensure the accuracy of this material. Business Gateway Disputed Payments Page 3 of 35

4 Introduction to Dispute Management Disputes sometimes occur when a shopper isn't satisfied with the goods or services you provide. In most cases, you can negotiate with the shopper and resolve the problem with a variety of standard solutions. For example, you offer the shopper a refund, offer a replacement, simply repeat the service, or send the goods a second time. But on-line and other 'at-a-distance' payments have an extra factor - the use of a card for payment. Companies that provide cards are called card issuers. These card issuers offer a series of safeguards to the shopper, who is a card holder. This means that the card issuer almost always gives a shopper their money back if the shopper has a problem with the service you provide. Another problem that can occur with payment by card is the possibility of fraud if the card is lost or stolen. There may also be data entry errors or other errors that may occur during the payment process. Online payments occur in a "card not present" (CNP) environment. This means you see no card, no card holder or signature. In a CNP situation, the shopper can take any dispute direct to the card issuer without you being contacted. When a payment is in dispute WorldPay, the card issuer, and the acquiring bank operate clearly defined and well-established procedures to resolve the dispute. Disputes can occur for many different reasons. Common reasons include a shopper who doesn't recognise a transaction on their card statement, fraudulent use of a card, and data entry errors such as entering a wrong digit in a 16 digit card number. A shopper can dispute a payment up to six months (sometimes longer) after the payment. If a payment is disputed, the card issuer sends you a request for further information about the sale. You must send any documents or information that supports your side of the dispute. Remember that even if you have already been paid, if the Card Issuer does not receive your response within an agreed time-scale, or decides against you in favour of the shopper, you are subject to "chargeback." A chargeback is an automatic process that removes funds from your internet merchant bank account and places them in the Card Issuer's account. These procedures establish if you, the merchant, will get money for the disputed payment. Of particular concern to you is a process called a chargeback. We provide a special area of the WorldPay payment service, called the Dispute Management area to help you keep track of disputed payments and chargebacks. See the What is a Chargeback section for an explanation of what a chargeback is, and how to work with chargebacks. Business Gateway Disputed Payments Page 4 of 35

5 Introduction What is a Chargeback? A disputed payment occurs whenever a shopper questions any goods or services you provide. When a shopper disputes a transaction made at your website, we use a standard card scheme 'disputes procedure' to resolve the dispute (which involves the shopper, the card-issuer, and you). At WorldPay we are not directly involved but provide the Disputes Management page that enables you to manage and work on Chargebacks. If a shopper disputes a transaction made at your website, the amount is charged back to you. But you do not deal direct with the shopper, instead you deal with the card issuer and the bank that processes your transactions. This is because the chargeback process, that takes money from your account to pay back the transaction, is automatic. The disputes procedure decides whether you get the disputed payment, or if a refunded amount should go to the cardholder's account. The process that returns the funds to the shopper's card issuer - when the shopper has successfully disputed a transaction - is known as a 'chargeback.' To reduce the number of these chargebacks and avoid losing money, you must monitor your disputed transactions and be quick to answer any requests for information (RFIs) that our payment service forwards to you. If you have a high percentage of disputed transactions you must take corrective action to prevent disputes. For example, you might improve customer services, resolve issues that are a common cause of disputes, or enhance your fraud prevention procedures. The Time Frame The chargeback time frame varies depending on the reason for the transaction dispute and which card issuer raises the chargeback. The cardholder/shopper can dispute a payment up to several months after the "purchase date. The purchase date is: The date the card issuer processes the transaction or The date of expected receipt of services or The expected date of travel Typically, the card issuer then has up to 190 days from this day to successfully dispute and recover the payment on behalf of the cardholder. Any guarantee, membership or subscription period purchased as part of the transaction may be added to the 190 day period. For example, it is possible to fully Business Gateway Disputed Payments Page 5 of 35

6 Dispute Management Guide or partially chargeback goods with a 12 month guarantee (as stated on the web site), within 545 days of the "purchase date". Because of the amount of time involved, try to keep good documentation about all transactions and the delivery of the goods/services. The Merchant Interface provides you with statements and reports about the transactions you receive but you must also be vigilant about keeping any delivery documentation and documentation containing the cardholder s signature. In this section we outline the process involved when a cardholder disputes a transaction. We also explain your role and advise you on how to reduce the number of chargebacks that occur. See also: Chargeback process - An overview Chargeback reasons and solutions The Chargeback Process - An Overview This is a basic overview of the chargeback process. 1. One of your shoppers has a problem with a commercial transaction at your site. 2. The shopper informs their card issuer (bank or credit card company) of the problem, and asks for their money back. 3. The card issuer does some research to see if the shopper's demand is reasonable. If the shopper's demand is unreasonable, the shopper is responsible for the payment, and you are paid as normal. 4. If the shopper seems to have a case, the card issuer makes a provisional credit payment to the shopper. 5. The card issuer starts a special process, called a chargeback, and obtains funds from the acquiring bank that will debt the funds from your account in turn. 6. The acquiring bank sends a Notification of Chargeback (NoC) and a Request for Information (RFI) to you. 7. You receive an that is the Request for Information (RFI). The payment appears on our payment service, on a list of disputed payments in the Payment Disputes screen. 8. If you ignore the Request for Information and the disputed payment on the payment disputes screen, the chargeback automatically proceeds unchallenged and the money is gone for good. Business Gateway Disputed Payments Page 6 of 35

7 Introduction If you reply to the Request for Information (RFI) and work on the Payment Disputes screen you may be able to persuade the card issuer to refuse the chargeback, and eventually get the chargeback money back. 9. Assuming you do reply to the Request for Information and/or work with the Payment Disputes screen, WorldPay forwards any information you can give about the transaction to the card issuer. 10. The card issuer looks at the information you have given and follows the rules and regulations associated with the card. 11. The card issuer decides if the information you provide satisfies their criteria. If your information does satisfy the criteria. You are paid for the transaction after a certain period of time. If your information fails to satisfy the criteria, or arrives too late, the chargeback is automatically valid and the bank pays the card issuer from your account. WorldPay charge you an administration fee for processing chargeback. Note: In the case of a processing error, your bank presents the card issuer with the transaction for the card issuer to make the necessary corrections. No chargeback occurs and the sale proceeds as normal, although with some delay. Business Gateway Disputed Payments Page 7 of 35

8 Reference This section provides detailed information about Disputes Management for your reference. It includes detailed descriptions of: The Request for Information procedures The Types of Dispute and their Causes The Dispute Management Service Chargeback Reasons and Prevention All of this information is available online when you are using the Merchant Interface: to access it online select the Help button displayed in the top right corner of each page. Request for Information (RFI) Purpose A request for information, or RFI is an important part of any disputed transaction. The request gives you the chance to 'give your side of the story' to the bank or card issuer. Use It is important that you provide as much information as possible when you receive a RFI, but do not include irrelevant or frivolous information. Why disputes arise? Problems with the card validity The customer (card holder) reports problems Problems with the card authorisation process Problems with processing the transaction Proof you can provide re payment and delivery: Good Proof Bad Proof We provide a special window called the Information Request window in the Disputes Management part of the system to help you give the information the bank or card issuer needs. You can receive a request for information for many reasons. Business Gateway Disputed Payments Page 8 of 35

9 Reference Notification of Chargeback Notification of Chargeback is notification to you that your account has been debited for a certain transaction. Some companies combine the notification of chargeback with a Request for Information (RFI). Other companies always send notification of a chargeback separately, in the form of an , a letter, or both. Please read the reason for debiting your account on the form, and if you disagree, take action to dispute the chargeback. See also: Request for Information (RFI) Request for Information - Good Proof Below are real life examples of the 'good proof some merchants send as a response to a Request for Information (RFI). This order was processed correctly, the products were sent on 07/07/2005. The attachment shows the register-number under which the package has been sent with the requested address and customer details. Please find attached the customer invoice and the signed proof of delivery. All ordered products have been delivered. No customer complaints received. As the products ordered have been downloaded through the internet, we cannot provide signed proof of delivery. We have however attached the full customer details, invoice and IP-address the product has been downloaded from. All these good messages have files attached. These files contain useful information that helps the financial institutions decide whether the amount is charged back or not. This useful information includes signed proof of delivery, delivery addresses, customer details, and so on in a file. When financial institutions receive the file attached to the request for information, they cross check the information in the file with the details of the cardholder. This cross check means that your version of events is properly assessed. The more information you are able to supply, the more likely you are to avoid the potential chargeback to your account. However, you must understand that in deciding a dispute the card issuer or bank is unlikely to rule in your favour if the documentation supplied does not show a signature from the cardholder and there is no proof of delivery of the goods or services. For an example of poor proof, see the Request for Information - Poor Proof section. See also: Request for information Business Gateway Disputed Payments Page 9 of 35

10 Dispute Management Guide Request for Information - Poor Proof Below are real life examples of the 'poor proof some merchants send as a response to a Request for Information (RFI). These are examples where the merchant does not provide useful information that persuades the financial institution to halt it s chargeback of the full amount of the transaction. Please remember that all information goes direct to the financial institutions without any intervention from WorldPay. Left a message for [name removed] 23/7/2005 for more information on dispute. What was her reason for dispute? Waiting for her to return phone call For this order we have proof of delivery. This was delivered on the 10/07/2005 Called [company name removed] 22/7/2005 and the receptionist stated that [name removed] no longer works for the company and she could not verify the charge Can you please tell me why this order has Information Requested as the status Why does this client want a chargeback while his ad has already been running for 3 months. In our terms and conditions it clearly states that no refund is given after purchasing an ad. So we do not agree with a chargeback. For an example of good proof, see the Request for Information - Good Proof topic. See also: Request for Information Business Gateway Disputed Payments Page 10 of 35

11 Dispute Types & Causes Reasons for a Disputed Transaction People give many reasons to dispute a transaction. Among the most common are: Card Validity reasons Cardholder Dispute reasons Authorisation issues Processing Issues Card Validity Reasons You cannot receive payment from an invalid card. A card is invalid if: The card had expired at the time of the transaction. The card was accepted before it was valid. The card number is incorrect and cannot be applied to an existing account. Processing Issues These are one of several types of reasons for a disputes transaction. The most common are: The transaction was processed more than once in error. A refund transaction was processed as a sale. An incorrect amount has been processed or key entered. A card number (PIN) has been key entered incorrectly. Cardholder Dispute Reasons These are one of several types of reasons for a disputed transaction. The cardholder did not receive the goods or services ordered. The cardholder returned goods to you You agreed to process a refund, but the cardholder has not received a credit on their account. The cardholder cancelled their Recurring Payments (FuturePay) agreement and the funds were still debited from their account. Note: You cannot use SWITCH cards with a Recurring Payments (FuturePay) Agreement Business Gateway Disputed Payments Page 11 of 35

12 Dispute Management Guide The cardholder states that they did not authorise or participate in the transaction. The cardholder has received goods that are not the same as described when ordered. The cardholder received defective goods/services. Business Gateway Disputed Payments Page 12 of 35

13 Reference Dispute Management Page Purpose To list payments that have been disputed by shoppers and to supply information that resolve a disputed payment. Use Sort disputed payments: by creation date, order code or... Risk assessment: see the risk score associated with a disputed payment Information Request: answer a bank or card issuer about a disputed payment Information sent: see what information you have supplied about a disputed payment Chargeback status: see the chargeback status of a disputed payment Dispute Management Interface: A brief overview of what you see on screen and links Dispute Management Fields: A guide to each field in the Dispute Management window Screen shot: Dispute Management page Page description: Dispute Management page fields Screen shot: Information Request page Page description: Information Request page Screen shot: Information Supplied page Page description: Information Supplied page Screen shot: Chargeback Status page Page description: Chargeback status page Screen shot: Information Supplied for Order To open the Dispute Management page, log-on to the Merchant Interface and select the Dispute Management option from the menu on the left or from the What Would you Like to Do? menu boxes. Business Gateway Disputed Payments Page 13 of 35

14 Dispute Management Guide Dispute Management Interface This interface is where you can see any payments of yours that are in dispute, and take action to try and resolve the problem. To access the Dispute Management Interface: 1. From the WorldPay payment service main menu, What Would you Like to Do? from the menu on the left, select the Dispute Management option. The Payment Disputes window appears. Disputed payments appear on a list sorted by sorted their order code. Filters Unless your on-line business is large with thousands of payments, you should not find many disputed payments on this screen. If the numbers start to rise then you must examine your operations and think about effective countermeasures. If there are a lot of payments listed, you can use filters to search for payments and reduce the number of payments that appear on the list. There are three filters available on the Disputed Payments window: Order Code Creation Date Current Status Page Description - Dispute Management Page page item description Order Code (filter) Use this filter to sort your list of disputed payments by their order code. Creation Date (filter) Amount Use this filter to sort your list of disputed payments by their creation date. The amount of the disputed transaction in your currency. Business Gateway Disputed Payments Page 14 of 35

15 Reference Cont Current Status (filter) Use this filter to select and display disputed payments by their current status. There are four types of current status: Chargeback reversed Chargeback made Information Requested Information Supplied Risk Dispute Type IR (Information Required) IS (Information Suppplied) C/R (Charged Back) CR (Chargeback Reverse d) Shows the risk assessment score of the payment before it was disputed. Click on the score to see a detailed breakdown of the risk analysis. The explanation of this part of the Disputes Management Interface is in the Risk Management guide, on the Risk Results page. The person or institution who has raised the dispute; the shopper or the car-issuer. A button and an indicator that shows the chargeback status of the disputed payment. If the button is blue, then you must send information about this payment to the card issuer or bank. Click on the button to display the Information Request screen. A button and an indicator that shows the chargeback status of the disputed payment. If the button is blue, then you can view the information you supplied with the Information Request window. This information appears on a read-only Information Supplied (IS) window An indicator that shows the chargeback status of the disputed payment. If the indicator is blue, then a chargeback has occurred to this disputed payment. An indicator that shows the chargeback status of the disputed payment. If the indicator is blue, thena chargeback has been reversed on this payment. For a picture of the Dispute Management window, see the Screen Shot - Payment Disputes window. Business Gateway Disputed Payments Page 15 of 35

16 Dispute Management Guide The Filters Use the filters to find and sort the list of disputed transactions on the Disputed Transactions window. Each filter has a small funnel symbol next to it. There are three filters: Creation Date Current Status Order Code Sort Disputed Payments by their Current Status Use this filter to select and display disputed payments by their current status. There are four types of current status: Chargeback Reversed Charged Back Information Requested Information Supplied A chargeback that has been reversed is a chargeback that is made, but then cancelled. The money taken for the chargeback is returned to you. To display all the disputed payments with a particular current status: 1. From the Payment Disputes window, click the arrow symbol next to the Current Status column heading. The Filter on Current Status pop-up screen appears. It should look like the picture below. 2. From the drop-down list, select the type of current status of disputed payments you want to display. 3. Click the Select button. Our payment service displays the disputed payments that have the same current status. Business Gateway Disputed Payments Page 16 of 35

17 Reference Sort Disputed Payments by Creation Date Use this filter to select or display disputed payments by their creation date: 1. From the Payment Disputes window, click the funnel symbol next to the Creation Date column heading. The Filter on Creation Date pop-up window appears, it should look like the example window in the picture below. 2. Enter two dates, no more than 30 days apart. 3. Click the Select button. Our payment service shows the disputed payments created between the dates you specified. Note: The dates are inclusive, so if you enter the 1 st and 5 th of January, our payment service shows any payments created on the 1st of January, and any payments made on the 5 th of January, as well as the days in-between. A day starts at 00:00:01 and ends at 24:00:00 hours. Sort Disputed Payments by Order Code To search for a disputed payment by its order code, or show a group of disputed payments with similar order codes refer to 1. From the Payment Disputes window, click the arrow symbol next to the Order Code column heading. The Filter on Order Code pop-up screen appears, and should look like the example picture below. 2. Enter the order code you are looking for. If you do not know the order code in full, enter at least the first three characters of the order code. You can use the '%' character as a wild-card. You can only use it at the end of a search string, and there must be at least three characters in the partial code. 3. Click the Select button. Our payment service displays the disputed payments that have that partial order code. Business Gateway Disputed Payments Page 17 of 35

18 Dispute Management Guide Charged Back Purpose and Use Purpose This window shows you if the payment has been charged back or not. Use To do the following: View chargeback information about a particular disputed payment Chargeback fields Chargeback window Charged Back Page Description page item description Chargeback Status Typically a sentence like This payment was charged back on: Wed, Oct 19, Chargeback Reason Guarantee Status Guarantee Status The reason the bank or card issuer gives for the chargeback. Unfortunately, there is no obligation on the bank or card issuer to give a reason. Shows you the eligibility of any guarantee claim, assuming you have subscribed to the guarantee. Shows any further information about the guarantee claim, assuming you have subscribed to the guarantee. Business Gateway Disputed Payments Page 18 of 35

19 Reference See also: Chargeback Purpose and Use Chargeback How to Chargedback window Charged Back How To To view a disputed payment's C/R status To view the Chargeback Status for order [nnn] window: 1. From the WorldPay payment service main menu, What Would you Like to Do? from the menu on the left, select the Dispute Management option. The Payment Disputes window appears. 2. From the Payment Disputes window, locate the disputed payment you want, and click the C/R (Chargeback Reason) button next to it. The Chargeback Status for order [nnn] screen appears. Remove a Disputed Payment from the List on the Payment Disputes window If you accept the chargeback, or realise that there is no point in disputing the chargeback, you can remove the disputed payment from the list held on our payment service. Remove a disputed payment from the list To remove a disputed payment from the list: 1. From the Payment Disputes window, locate the disputed payment you want, and click the C/R (Chargeback Reason) button next to it. The Chargeback Status for order [nnn] window appears. 2. Click the Remove button. The payment no appears on the disputed payments list. Note: If you remove a disputed payment from the disputed payment list, you do not have any effect on the bank or card issuer s decision making process. So the payment would reappear on the list if a chargeback was executed, or if the bank or card issuer makes an additional Request for Information (RFI). Business Gateway Disputed Payments Page 19 of 35

20 Dispute Management Guide Payment Disputes Purpose To list all your transactions that are in dispute, and enable you to look at any one of these disputes in detail. Use 1. How to display this window 2. Show the transactions in a list by Order Code 3. Show the transactions in a list by Creation Date 4. Show the transactions in a list by Current Status 5. Look at a transaction in detail 6. Look at a risk code in detail 7. See the payment's current status To display this window 1. Log into the WorldPay system. 2. Select the Dispute Management menu option. The Payment Disputes window appears. See also: The Payment Disputes Window Transaction Details The explanation of this part of the Disputes Management Interface is in the Merchant Interface guide, on the Payment Details page. Business Gateway Disputed Payments Page 20 of 35

21 Reference Payment History Purpose To show what has happened to this disputed payment since it was first listed in the Disputed Payments list. Use 1. View the event history of a disputed payment. View the History of a Disputed Payment. To View a Transaction (Payment): 1. From the Payment Disputes window, find the payment you want to see in detail. If there are many payments, use the filters to help narrow your search. 2. Click on the Current Status. The Payment History window appears. 3. View the information you want. When you want to close the Payment History window, click on the Close button in the top right corner of the screen. You return to the Payment Disputes window For further information see: Payment Disputes Payment History window Payment History Window See also: Payment History Payment History fields Business Gateway Disputed Payments Page 21 of 35

22 Dispute Management Guide Payment History Fields page item description Time The date and time, as recorded on the server clock, when an event took place. Event Type Amount The type of event recorded, for example "Captured," "Authorised," "Charged_Back" and so on. The value of the transaction. See also: Payment History window Payment history Business Gateway Disputed Payments Page 22 of 35

23 Reference IS (Information Supplied) Purpose This window shows the information you have supplied to the card issuer/bank to dispute the chargeback. Use 1. Review what information you have given regarding the chargeback. View the Information Supplied window To view the Information Supplied window: 1. From the WorldPay payment service main menu, What Would you Like to Do? from the menu on the left, select the Dispute Management option. The Payment Disputes window appears. 2. From the Payment Disputes window, locate the disputed payment you want, and click the IS (Information Supplied) button next to it. The Information Supplied for Order: [nnn] window appears. It has all the information you entered on the Information Request window. You cannot use this window to change any information. To add extra information, use the Information Request window. See also: Information Supplied fields Information Supplied for Order: [nnn] Business Gateway Disputed Payments Page 23 of 35

24 Dispute Management Guide Information Requested Page Description page item description Why Dispute sent to address: Enter the address of the card company that will make the chargeback. Dispute Reason File Dispute Argumentati on The main reason you dispute the chargeback. For example, if you know that the goods were delivered to the delivery address, but the chargeback is for an alleged non-delivery, then you enter something like"the Goods were delivered" as the main reason you dispute the chargeback. Use this field to locate and attach a file to the Information Request. The file should be some form of evidence that supports your dispute. This file can contain scanned images in jpeg format and Microsoft Word documents. If you want to send more than one document, then you must archive the documents in a.zip file. This is a field where you can explain in detail why you question the chargeback. Remember you can also use the File field to attach a file. This file can be a Word or text document that explains your dispute in complete detail. Note: For more information about 'zipping' a collection of files in the Microsoft Windows environment see See also: Information Requested Purpose and Use How to Screen Shot - Information Requested window Business Gateway Disputed Payments Page 24 of 35

25 Reference Information Request (I/R) How To Present your argument about a chargeback Use this screen to "give your side of the story" when a card company plans to do a chargeback. When the screen is complete, WorldPay keeps the information you give so that you can see what you wrote, and add to the information if necessary. Note: To counter the chargeback request, try to include an invoice of the transaction, all address details of both merchant and shopper, proof of delivery (best signed by the shopper) and any other information that can settle the dispute. If you suspect misuse of card, try to show that the shopper and the cardholder are the same person. See below for full details of what information to include. Complete an Information Request To complete the information request: 1. From the Payment Disputes screen, locate the disputed payment you want and click the IR (information Requested) button next to it. The Information Requested for Order: [nnn] screen appears. 2. Enter the information into the following fields: Why Dispute sent to address: - Enter the address of the card company that will make the chargeback. Dispute Reason: - The main reason you dispute the chargeback. For example, if you know that the goods were delivered to the delivery address, but the chargeback is for an alleged non-delivery, then you enter something like"the Goods were delivered" as the main reason you dispute the chargeback. File: - Use this field to locate and attach a file to the Information Request. The file should be some form of evidence that supports your dispute. This file can contain scanned images in jpeg format and Microsoft Word documents. If you want to send more than one document, then you must archive the documents in a.zip file. For more information about 'zipping' a collection of files in the Microsoft Windows environment see Business Gateway Disputed Payments Page 25 of 35

26 Dispute Management Guide Dispute Argumentation: - This is a field where you can explain in detail why you question the chargeback. Remember you can also use the File field to attach a file. This file can be a Word or text document that explains your dispute in complete detail. Note: for more information on what type of information to include, see the Information Request - What Information Should I Give? section. 3. Click the Submit Information button. An Argumentation Successfully Supplied message appears. When you send a message, the message is received by an automated process by our payment service. During this process specific information about the transaction is added to your message. The entire message is then encrypted and sent to the bank or card issuer. Because the process is automated; WorldPay staff will not see the content of any of the messages. 4. Click the Dispute Management option from the menu on the left of the screen. You return to the Payment Disputes window. 5. Note: The IR button is now blue, this colour change shows you have successfully sent information to the credit card company to dispute the chargeback. The IS button also changes colour to blue. Screen Shot - Information Supplied for Order: [nnn] This window shows the information you supplied that concerns the chargeback. You use the Information Request window to add this information to the system. See also: IS (Information Supplied) Information Supplied fields Business Gateway Disputed Payments Page 26 of 35

27 Reference Screen Shot - Information Request (IR) Use this screen to enter information about the chargeback. Screen Shot - Payment Disputes window See also: Payment Disputes Business Gateway Disputed Payments Page 27 of 35

28 Dispute Management Guide Screen Shot - Charged Back See also: Charged Back Purpose and User Chargeback How To Chargeback Description Information Supplied fields page item description File: The name of the file you have included with your argument against the chargeback. File type: Dispute Argumentati on the type of file you have included with your explanation. For example, a text file, a Microsoft document file, and so on. A summary of your argument against the chargeback. See also: IS (Information Supplied) Information Supplied for Order: [nnn] Business Gateway Disputed Payments Page 28 of 35

29 Reference Chargeback Reasons and Solutions Chargeback Information Purpose This section gives you some common causes for chargebacks, and where possible explains how you can prevent them. It also includes information on our merchant guarantee service. Use Common Chargeback Reasons and Solutions - Why Chargebacks occur and how you can prevent them. Preventive Measures - How to reduce the number of chargebacks and ensure most do not occur again. Your Website - How to ensure the design of your website helps prevent disputes and chargebacks. Merchant Guarantee - We offer a guarantee for merchants that may help you claim back against chargebacks. Manual Review Procedure - Advises you on what to look for when you manually review suspicious payments. Risk Score - Provides a link to information on the risk value assigned to the disputed payment. Common Chargeback Reasons and Solutions Most of the Disputes Management interface involves processing and disputing chargebacks. A list of common reasons why chargebacks occur include the following. Point of Sale processing errors Customer Disputes Fraud, or Potential fraud. Point-of-sale Processing Errors Incorrect Account Number The card-issuer identifies the account number on the original transaction receipt as different from the account number in the record deposited for payment (For example, you make a data entry error and type the wrong account number for that particular transaction). Business Gateway Disputed Payments Page 29 of 35

30 Dispute Management Guide Remedy: You must issue a credit back to the shopper's credit card. Then make the original sale again but make sure you enter the correct credit card number into the system. Contact the shopper to get the correct credit card information. Duplicate Processing The card-issuer receives the same transaction twice (or more) and charges the shopper's account twice (or more). This means the shopper is being charged twice (or more) for the same transaction. Remedy: Issue a credit back to the shopper's credit card. Make sure the shopper is not going to receive the same goods or services twice. Customer Disputes Customer Claims Services do not occur The card-issuer receives a complaint in writing from a shopper. The letter states that a service you offer was billed but never provided. Remedy: If you did provide the service, send a copy of an invoice or contract signed by the shopper and any other evidence you did the job to our disputes system. If you haven't provided the service because the deadline to provide the service has not expired, send a copy of the contract and a letter that specifies the relevant paragraphs in the contract to your bank. Cancelled Recurring Transaction The shopper informs the card-issuer that you (the merchant) were told to cancel a recurring transaction (for example, a monthly subscription) but you have continued to charge the shopper. Or, the transaction amount was above the agreed limit, or you are supposed to inform the shopper before you process each recurring transaction and have not done so. Remedy: Issue a credit to the shopper's credit card, and cancel the reoccurring transaction if you have not already done so. Merchandise/Service Not as Described The shopper writes to the card-issuer and claims that the goods or services were not the same as those shown and described on your site or in other marketing and sales promotion material. The shopper attempted to return the merchandise or to cancel the services. Or, if you had already provided the services, the shopper attempted to resolve the dispute with you but failed to do so to their satisfaction. Remedy: If the shopper has not returned the merchandise, notify the card issuer or the issuer's bank. The shopper must attempt to return the merchandise before starting a chargeback. If the shopper has already returned the merchandise, or the dispute is over a service, then issue a credit to the shopper's credit card. Defective Merchandise The shopper writes to the card-issuer and claims that merchandise received was damaged, defective, or unsuitable for the purpose sold, and that the shopper has attempted to return this defective merchandise. Remedy: If the shopper has not returned the merchandise, notify your bank. The shopper must attempt to return the merchandise before s/he attempts a chargeback. Business Gateway Disputed Payments Page 30 of 35

31 Reference If the merchandise was returned, but is not defective, notify your bank. If they have already returned the merchandise, and it is defective, issue a credit back to the customer's credit card. Customer Claims Merchandise Not Received The customer writes to the card-issuer and claims that the merchandise did not arrive, or that the customer cancelled the order because the merchandise did not arrive by the expected delivery date. Remedy: If you delivered the merchandise, send all evidence of the delivery to us at WorldPay. If the chargeback is attempted less then 30 days from the date of sale, send a copy of the transaction to us at WorldPay that shows that 30 days has not yet passed since you made the sale. Also be sure to state the expected delivery date. You are allowed a fair amount of time to deliver your product. Note: For information on delivery and shipping times, see United Kingdom legislation for the Sales of Goods Act (1979) and the Supply of Goods and Services Act 1982, along with the Sale and Supply of Goods Act Information is available from the Department of Trade and Industry (DTI). Potential Fraud Fraudulent Card-Not-Present Transactions The customer writes to the card-issuer and complains that s/he neither authorised nor participated in a transaction appearing on his/her billing statement. Remedy: If you obtained authorization approval, received an exact match to the AVS request (For example, a match on the customer's address and post code), the merchandise was delivered to the AVS address, and you have proof of delivery, provide this information to your bank. Fraudulent Card-Present Transactions This type of fraud is less common than the card-not-present type of fraud. It consists mainly of the use of stolen cards, out of date cards or (rarely) fake cards. Remedies: Ensure your staff are trained to recognise legitimate credit cards and make basic checks, such as the presence of card identification features. Stolen cards are more difficult to detect, but your staff should compare signatures. The replacement of the signature by chip and PIN should further reduce card-present fraud. See also the section on Preventive Measures Business Gateway Disputed Payments Page 31 of 35

32 Dispute Management Guide Manual review of transactions If there are a relatively small number of payments made each day on your site, the most effective tool against transaction fraud is to manually review each transaction. The list below provides a few suspicious circumstances, which may lead to a transaction fraud: A shopper ordering unusually large amounts of an item without any preference for the size, colour, make or model An existing shopper who suddenly orders a substantial volume of goods A shopper who provides you with more than one card to cover one order or a set of orders A shopper who orders more than once in a given day A first time shopper ordering a number of goods quickly A number of large orders from shoppers at a trade show A shopper who has attempted the same transaction more than once, with the card failing at the first attempt A shopper whose card issuer country does not match their delivery address. This information is shown on your receipts and within your Merchant Interface. A shopper who refuses to confirm their credit/debit card and billing address details. As the process of reviewing each transaction by hand is both time consuming and expensive we recommend that based on the circumstances above you create your own fraud prevention rules, that highlight such unusual transactions so you can examine them closely. See also: Common Chargeback Reasons and Solutions Preventive Measures Preventive Measures Resolving a disputed transaction can be a time consuming and costly practice that detracts from your business and web site's reputation. If the dispute results in a chargeback, it will also cost you money. WorldPay monitors the number of chargebacks applied to your account, and if the number of chargebacks is excessive, we expect you to take action. The card schemes (for example VISA, MasterCard, etc.) will fine you if the levels of chargebacks become excessive. Business Gateway Disputed Payments Page 32 of 35

33 Reference To maintain high customer satisfaction and avoid too many chargebacks, the best measures are preventative, so we recommend that you: Describe your goods and services accurately. Read and understand your WorldPay Customer Agreement Indicate "internet transaction" on each sale record Include your full company name on all transaction receipts. Ensure that you issue an transaction receipt, or a payment confirmation via WorldPay for each transaction and that you deal with any replies properly and promptly. Provide the shopper with full contact details Supply as much information as possible when you receive a Request for Information (RFI) Keep good records of all transactions, including copies of the web site pages the shopper has seen, invoices, refunds processed and delivery details Establish and display a comprehensive refund/returns policy, which shoppers must confirm they have read and understand before you accept their transaction The refund/returns policy should be proactive in dealing promptly and properly with all shopper disputes Establish and display a comprehensive privacy policy to reassure shoppers when they provide personal data Offer free telephone customer service as it can help preserve sales and increase the relationship you have with your shoppers Provide " Customer Service" so shoppers can ask questions online. For customer service by you are required to have a standard response and time frame for responding to a shopper's query. Allow for extra time when you process repeat billing transactions as some shoppers prefer to dispute a transaction instead of cancelling their agreement Register Internet shoppers by enabling them to enter their own user name and password. This helps your relationship with your shopper and enables them to return and make additional purchases without entering some of their personal details again. Do not dispatch goods by whatever means (including online delivery) to a third party address (that is, an address other than the cardholder's address); this is considered very high risk. Deliver goods/services on a timely basis and advise shoppers when they can expect delivery. When delivering the goods, obtain the shopper's signature to show proof of delivery. If possible take an imprint of the card at this point. Notify the cardholder of any delay of delivery. Retain documentary evidence of the delivery, together with a description of the goods/services supplied, for a minimum of 12 months. Business Gateway Disputed Payments Page 33 of 35

34 Dispute Management Guide See also: Common Chargeback Reasons and Solutions Manual Review of Transactions Your Website Design your website carefully so that you help to avoid as many disputed payments as possible. To minimise the risk of disputed payments make sure your web site displays the following information: A complete description of the goods and services offered and details of any guarantee, membership or subscription period offered in the price Details of your returns/refund policy make this policy consistent with your company's objectives and the type of goods/service you sell. Make access to the policy easy from your web site and print a summary of the policy on any invoices sent out Details of your privacy policy - to dispel shopper's concerns about providing personal data, your privacy policy should state which data is collected, who this information is shared with and how shoppers can opt out Details of any "Seal of Approval" by a privacy organisation Customer service contact, including address, phone number and address - so shopper can contact you directly when they have a query Currencies that you accept for payment Export restrictions (if known) Delivery policy and prices Country of domicile Import duty implications (where known) and clarity on whether import duty is included in the price quoted See also: Common Chargeback Reasons and Solutions Preventive Measures Manual Review of Transactions Business Gateway Disputed Payments Page 34 of 35

35 Reference Merchant Guarantee The Merchant Guarantee provides protection for online transactions made on your web business. Under this service WorldPay covers loss of funds arising from third party fraud on guaranteed transactions and provides you with an automatic warning mechanism of suspect transactions. The guarantee only covers transactions where we did not issue a fraud warning and which do not exceed 250 (or such other limit as may apply in individual cases). The terms and conditions applied to the guarantee service are set out in your Customer Agreement or are available on request. This service does not guarantee that chargebacks will not occur (see Reasons for a Disputed Transaction). But the service should enable you to process all transactions and deliver your goods or services with the assurance that there will be no extra cost for any chargeback caused by fraudulent activity. To apply for the Merchant Guarantee refer to our web site at: Note: The Guarantee is only available to Merchants based in the United Kingdom. Risk Score The explanation of this part of the Disputes Management Interface is in the Risk Management guide, on the Risk Results page. Business Gateway Disputed Payments Page 35 of 35

Risk Management Service Guide. Version 4.2 August 2013 Business Gateway

Risk Management Service Guide. Version 4.2 August 2013 Business Gateway Risk Management Service Guide Version 4.2 August 2013 Business Gateway This page is intentionally blank. Table Of Contents About this Guide... 1 Change History... 1 Copyright... 1 Introduction... 3 What

More information

Merchant Interface Guide. Version 4.0 December 2011 Business Gateway

Merchant Interface Guide. Version 4.0 December 2011 Business Gateway Merchant Interface Guide Version 4.0 December 2011 Business Gateway Merchant Interface Guide Table of Contents About this Guide... 4 Update History... 4 Copyright... 4 Introduction... 5 What is the Merchant

More information

Recurring Payments Service (FuturePay) Guide. Version 4.2 April 2013 Business Gateway

Recurring Payments Service (FuturePay) Guide. Version 4.2 April 2013 Business Gateway Recurring Payments Service (FuturePay) Guide Version 4.2 April 2013 Business Gateway Table Of Contents About this Guide... 4 Update History... 4 Copyright... 4 Introduction... 5 Enable the Service... 6

More information

Cardholder Authentication Guide. Version 4.3 August 2013 Business Gateway

Cardholder Authentication Guide. Version 4.3 August 2013 Business Gateway Cardholder Authentication Guide Version 4.3 August 2013 Business Gateway ii This page is intentionally blank Table of Contents About this Guide... 1 History... 1 Copyright... 2 Introduction... 3 What is

More information

Merchant Guarantee Guide. Version 4.0 December 2011 Business Gateway

Merchant Guarantee Guide. Version 4.0 December 2011 Business Gateway Version 4.0 December 2011 Business Gateway Table Of Contents About this Guide... 3 Update History... 3 Copyright... 3 Introduction... 4 Guarantee... 5 The Merchant Guarantee... 5 Setup/Cancel the Merchant

More information

Mail & Telephone Order Payments Service (WorldAccess) Guide. Version 4.3 February 2014 Business Gateway

Mail & Telephone Order Payments Service (WorldAccess) Guide. Version 4.3 February 2014 Business Gateway Mail & Telephone Order Payments Service (WorldAccess) Guide Version 4.3 February 2014 Business Gateway Table Of Contents About this Guide... 1 Update History... 1 Copyright... 1 Introduction... 2 What

More information

Chargeback Reason Code List - U.S.

Chargeback Reason Code List - U.S. AL Airline Transaction Dispute AP Automatic Payment AW Altered Amount CA Cash Advance Dispute CD Credit Posted as Card Sale CR Cancelled Reservation This chargeback occurs because of a dispute on an Airline

More information

BWA Merchant Services. Credit Card Fraud Protection User Guide

BWA Merchant Services. Credit Card Fraud Protection User Guide 1 BWA Merchant Services Credit Card Fraud Protection User Guide 2 Contents: 1. How to reduce the risk of card present fraud... 3 2. How to reduce the risk of card not present fraud... 5 3. Delivering the

More information

Visa Merchant Best Practice Guide for Cardholder Not Present Transactions

Visa Merchant Best Practice Guide for Cardholder Not Present Transactions Visa Merchant Best Practice Guide for Cardholder Not Present Transactions Table of Contents Section 1 About This Guide 03 Section 2 Merchant Procedures 05 Section 3 Authorisation 07 Authorisation Procedures

More information

Merchant Interface User Guide

Merchant Interface User Guide Business Gateway and Corporate Gateway Merchant Interface User Guide V5.0 May 2014 Use this guide to: Understand the Merchant Interface and the functionality it provides Learn how to use the Merchant Interface

More information

CRM4M Accounting Set Up and Miscellaneous Accounting Guide Rev. 10/17/2008 rb

CRM4M Accounting Set Up and Miscellaneous Accounting Guide Rev. 10/17/2008 rb CRM4M Accounting Set Up and Miscellaneous Accounting Guide Rev. 10/17/2008 rb Topic Page Chart of Accounts 3 Creating a Batch Manually 8 Closing a Batch Manually 11 Cancellation Fees 17 Check Refunds 19

More information

Powering e-commerce Globally. What Can I Do to Minimize E-Commerce Chargebacks?

Powering e-commerce Globally. What Can I Do to Minimize E-Commerce Chargebacks? Powering e-commerce Globally What Can I Do to Minimize E-Commerce Chargebacks? Chargebacks are not going away. And now there are new rules. Selling products and services online and using credit cards for

More information

Account Management System Guide

Account Management System Guide Account Management System Guide Version 2.2 March 2015 Table of Contents Introduction...5 What is the Account Management System?...5 Accessing the Account Management System...5 Forgotten Password...5 Account

More information

MERCHANT CHARGEBACK GUIDE. How to manage Inquiries and Upfront Chargebacks

MERCHANT CHARGEBACK GUIDE. How to manage Inquiries and Upfront Chargebacks MERCHANT CHARGEBACK GUIDE How to manage Inquiries and Upfront Chargebacks UNDERSTANDING MERCHANT CHARGEBACKS This guide is intended to provide general guidance on how to manage Inquiries and Chargebacks.

More information

The Wells Fargo Payment Gateway Business Center. User Guide

The Wells Fargo Payment Gateway Business Center. User Guide The Wells Fargo Payment Gateway Business Center User Guide Contents 1 Introduction 1 About the Wells Fargo Payment Gateway service Business Center 1 About this guide 2 Access the Business Center 2 Log

More information

Merchant Guide to the Visa Address Verification Service

Merchant Guide to the Visa Address Verification Service Merchant Guide to the Visa Address Verification Service Merchant Guide to the Visa Address Verification Service TABLE OF CONTENTS Table of Contents Merchant Guide to the Visa Address Verification Service

More information

Test and Go Live User Guide. Version 4.3 February 2014 Business Gateway

Test and Go Live User Guide. Version 4.3 February 2014 Business Gateway Test and Go Live User Guide Version 4.3 February 2014 Business Gateway Table Of Contents About this Guide... 1 Update History... 1 Copyright... 1 Introduction... 2 What is Test and Go Live?... 2 Website

More information

Righting wrongs. How Westpac helps you resolve credit and debit card transaction disputes.

Righting wrongs. How Westpac helps you resolve credit and debit card transaction disputes. Righting wrongs. How Westpac helps you resolve credit and debit card transaction disputes. Although at Westpac we do everything we can to prevent it, sometimes problems arise with credit and debit card

More information

Plastic Cards: A Guide to Consumer Protection in the UK

Plastic Cards: A Guide to Consumer Protection in the UK Plastic Cards: A Guide to Consumer Protection in the UK One of the key benefits of using a UK-issued credit, debit or pre-paid card, is that your transactions can benefit from consumer protection that

More information

YOUR GUIDE TO SAFER, SMARTER CREDIT CARD PAYMENTS. What you need to know about chargebacks and fraud on mail, telephone, IVR and Internet orders

YOUR GUIDE TO SAFER, SMARTER CREDIT CARD PAYMENTS. What you need to know about chargebacks and fraud on mail, telephone, IVR and Internet orders YOUR GUIDE TO SAFER, SMARTER CREDIT CARD PAYMENTS What you need to know about chargebacks and fraud on mail, telephone, IVR and Internet orders Contents HELPING YOU PROTECT YOUR BUSINESS AND YOUR PROFITS

More information

Payment Status Definitions

Payment Status Definitions Corporate Gateway Payment Status Definitions V5.2 October 2015 Use this guide to: See the different statuses a payment can be given during its life cycle Payment Status Definitions > Contents Contents

More information

Authorize.Net Mobile Application

Authorize.Net Mobile Application Authorize.Net Mobile Application ios User Guide October 2015 Authorize.Net Developer Support http://developer.authorize.net Authorize.Net LLC 082007 Ver.2.0 Authorize.Net LLC ( Authorize.Net ) has made

More information

Dear Valued Merchant,

Dear Valued Merchant, Dear Valued Merchant, Welcome to Central Payment thank you for becoming our client. We are committed to providing our merchants with outstanding customer service and superior products. It is our company

More information

Resolve Disputes User Guide

Resolve Disputes User Guide Resolve Disputes User Guide Online Merchant Services Copyright Statement Copyright 2012 by American Express Travel Related Services Company, Inc. All rights reserved. No part of this document may be reproduced

More information

Understanding and Preventing Chargebacks and Retrievals

Understanding and Preventing Chargebacks and Retrievals Understanding and Preventing Chargebacks and Retrievals Table of Contents Introduction... 2 The Purpose of This Guide.... 2 Retrieval Requests.. 3 What Is a Retrieval Request?... 3 Life Cycle of a Retrieval

More information

credit card Conditions of Use

credit card Conditions of Use VISA credit card Conditions of Use EFFECTIVE FROM 20 MARCH 2013 a refreshing attitude to banking QUEENSLAND COUNTRY CREDIT UNION VISA CREDIT CARD 1 Contents 1. Introduction 3 2. Additional Cards 3 3. Application

More information

Actorcard Prepaid Visa Card Terms & Conditions

Actorcard Prepaid Visa Card Terms & Conditions Actorcard Prepaid Visa Card Terms & Conditions These Terms & Conditions apply to your Actorcard prepaid Visa debit card. Please read them carefully. In these Terms & Conditions: "Account" means the prepaid

More information

David Jones Storecard and David Jones American Express Card Member Agreement, Financial Services Guide and Purchase Protection. Terms and Conditions

David Jones Storecard and David Jones American Express Card Member Agreement, Financial Services Guide and Purchase Protection. Terms and Conditions David Jones Storecard and David Jones American Express Card Member Agreement, Financial Services Guide and Purchase Protection Terms and Conditions Issued May 2016 DAVID JONES STORECARD AND DAVID JONES

More information

Fraud Minimisation Guide ANZ Merchant Business Solutions

Fraud Minimisation Guide ANZ Merchant Business Solutions Fraud Minimisation Guide ANZ Merchant Business Solutions INTRODUCTION Fraud can occur in and is a risk for any business that accepts credit cards and it can have a significant financial impact on your

More information

Banking & Finance Policies and Procedures Manual (Extract)

Banking & Finance Policies and Procedures Manual (Extract) Banking & Finance Policies and Procedures Manual (Extract) This extract comprises the sections of the Policies and Procedures Manual developed by the Banking & Financial Services Ombudsman which deal with:

More information

smile current account Terms and Conditions

smile current account Terms and Conditions smile current account Terms and Conditions Terms and Conditions of the smile current account, overdraft and debit card (incorporating smilemore and smile student) With effect from 5 July 2015 Terms and

More information

Authorize.Net Mobile Application

Authorize.Net Mobile Application Authorize.Net Mobile Application Android User Guide October 2015 Authorize.Net Developer Support http://developer.authorize.net Authorize.Net LLC 082007 Ver.2.0 Authorize.Net LLC ( Authorize.Net ) has

More information

Internet and Phone Banking. Terms and Conditions and Important Information

Internet and Phone Banking. Terms and Conditions and Important Information Internet and Phone Banking Terms and Conditions and Important Information Effective Date: 20 March 2013 This booklet sets out terms and conditions for Bank of Melbourne Internet and Phone Banking, along

More information

MERCHANT MANAGEMENT SYSTEM

MERCHANT MANAGEMENT SYSTEM MERCHANT MANAGEMENT SYSTEM Version: 1.2-1 - Welcome to the Retail Merchant Services Merchant Management System (MMS) user guide. In this guide we will look at the different sections of the MMS and explain

More information

Acceptance to Minimize Fraud

Acceptance to Minimize Fraud Best Practices for Credit Card Acceptance to Minimize Fraud By implementing best practices in credit card processing, you decrease the likelihood of fraudulent transactions and chargebacks. In general,

More information

QuickBooks Credit Card Merchant Service May 18, 2015 revised

QuickBooks Credit Card Merchant Service May 18, 2015 revised May 18, 2015 revised Security Awareness link http://bblearn.missouri.edu Other resources: Signup for Swipe Reader Guidelines for Credit Card Swipe Reader What is the Merchant Service? The Merchant Service

More information

Merchant Business Solutions. Protecting business against credit card fraud.

Merchant Business Solutions. Protecting business against credit card fraud. Merchant Business Solutions. Protecting business against credit card fraud. Version 4.0 May 2011 Contents Protect your business 3 Authorisation 4 Chargebacks 5 Verification of Purchaser 6 Types of goods

More information

Blackbaud Merchant Services Web Portal Guide

Blackbaud Merchant Services Web Portal Guide Blackbaud Merchant Services Web Portal Guide 06/11/2015 Blackbaud Merchant Services Web Portal US 2015 Blackbaud, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any

More information

Part E of the account agreement:

Part E of the account agreement: Part E of the account agreement: 1. Cardholder: The person(s) to whom the card(s) was/were issued The Company: The card issuer, DNB Bank ASA. Card Acceptor: Place of business that accepts the card as a

More information

Elavon Payment Gateway- Reporting User Guide

Elavon Payment Gateway- Reporting User Guide Elavon Payment Gateway- Reporting User Guide Version: v1.1 Contents 1 About This Guide... 4 1.1 Purpose... 4 1.2 Audience... 4 1.3 Prerequisites... 4 1.4 Related Documents... 4 1.5 Terminology... 4 1.6

More information

increase your resistance How card not present gaming companies can minimise the risk of losing money through chargebacks

increase your resistance How card not present gaming companies can minimise the risk of losing money through chargebacks increase your resistance How card not present gaming companies can minimise the risk of losing money through chargebacks payment acceptance protect yourself We know that receiving a chargeback can cause

More information

FREQUENTLY ASKED QUESTIONS - CHARGEBACKS

FREQUENTLY ASKED QUESTIONS - CHARGEBACKS FREQUENTLY ASKED QUESTIONS - CHARGEBACKS # Questions Answer 1 What is a Chargeback? A Chargeback is the term used by Banks for debiting a merchant s bank account due to successful return of a transaction

More information

Chargebacks & Retrievals. Expand Your Knowledge

Chargebacks & Retrievals. Expand Your Knowledge Chargebacks & Retrievals Expand Your Knowledge Agenda The Philosophy Dispute Process Overview and Timeline Retrieval Request Overview and Recent Changes/Trends Chargeback Overview and Recent Changes/Trends

More information

Merchant Operating Guide

Merchant Operating Guide PB 1 Merchant Operating Guide ANZ FastPay MOBILE PAYMENT SOLUTION Contents 1. Welcome 4 1.1 Merchant Agreement 4 1.2 Contact Details 4 1.3 How to get started 4 1.4 Authorisation 4 1.4.1 Authorisation Declined

More information

Adyen Merchant Manual. Version 1.10 Adyen B.V.

Adyen Merchant Manual. Version 1.10 Adyen B.V. Adyen Merchant Manual Version 1.10 Adyen B.V. Introduction3 Table of Contents Introduction... 3 Audience...3 Changelog...3 1 Payment Life-cycle in the Adyen System... 4 What Happens to a Payment After

More information

Virtual Terminal User s Guide

Virtual Terminal User s Guide Virtual Terminal User s Guide For Professional Use Only Currently only available in English. A usage Professional Uniquement Disponible en Anglais uniquement pour l instant. Last updated: June 2008 PayPal

More information

Virtual Terminal & Online Portal

Virtual Terminal & Online Portal Authipay Gateway Virtual Terminal & Online Portal User Guide Version 5 (EMEA) Virtual Terminal & Online Portal User Guide Version 5 (EMEA) CONTENTS 1 Introduction... 5 2 Processing Transactions... 6 2.1

More information

Credit/Debit Card Processing Requirements and Best Practices. Adele Honeyman Oregon State Treasury Training Specialist

Credit/Debit Card Processing Requirements and Best Practices. Adele Honeyman Oregon State Treasury Training Specialist Credit/Debit Card Processing Requirements and Best Practices Adele Honeyman Oregon State Treasury Training Specialist 1 What? What do I need to know about excepting credit cards? Who s involved, how it

More information

Fraud Detection. Configuration Guide for the Fraud Detection Module v.4.2.0. epdq 2014, All rights reserved.

Fraud Detection. Configuration Guide for the Fraud Detection Module v.4.2.0. epdq 2014, All rights reserved. Configuration Guide for the Fraud Detection Module v.4.2.0 Table of Contents 1 What is the... Fraud Detection Module? 4 1.1 Benefits 1.2 Access 1.3 Contents... 4... 4... 4 2 Fraud detection... activation

More information

American Express. Credit Card Conditions, Financial Services Guide and Credit Guide. December 2010 AU027108E

American Express. Credit Card Conditions, Financial Services Guide and Credit Guide. December 2010 AU027108E American Express Credit Card Conditions, Financial Services Guide and Credit Guide December 2010 AU027108E Postal Address American Express Australia Limited Cardmember Services GPO Box 1582 Sydney NSW

More information

Current Account, Current Account Plus, Student Current Account, Privilege Current Account, Privilege Premier Current Account. Terms and conditions

Current Account, Current Account Plus, Student Current Account, Privilege Current Account, Privilege Premier Current Account. Terms and conditions Current Account, Current Account Plus, Student Current Account, Privilege Current Account, Privilege Premier Current Account. Terms and conditions With effect from 5 July 2015 Terms and conditions of the

More information

PocketSuite Terms of Service. Last modified: November 2015

PocketSuite Terms of Service. Last modified: November 2015 PocketSuite Terms of Service Last modified: November 2015 These Terms of Service (these Terms ) constitute the agreement (this Agreement ) between PocketSuite, Inc. (the Company ) and the User (as defined

More information

Visa Debit & Prepaid Card Access Terms and Conditions As at 1 August 2015

Visa Debit & Prepaid Card Access Terms and Conditions As at 1 August 2015 As at 1 August 2015 VISA Card Conditions of Use These Conditions of Use take effect immediately except as otherwise advised in writing and replace all VISA Debit Card Conditions of Use previously issued.

More information

The Community Mutual Group Visa Credit Card Conditions of Use

The Community Mutual Group Visa Credit Card Conditions of Use The Community Mutual Group Visa Credit Card Conditions of Use The Community Mutual Group, Hunter Mutual, New England Mutual and Orana Mutual are trading names of Community Mutual Ltd: ABN 21087650360 :

More information

Credit cards explained

Credit cards explained Credit cards explained What is a credit card? As its name suggests, a credit card lets you buy things on credit meaning that you don t need to have the money upfront to pay for your purchases. If large,

More information

Contents. 4 Welcome to ATBOnline Business. 5 How to Use This Guide

Contents. 4 Welcome to ATBOnline Business. 5 How to Use This Guide Contents 4 Welcome to ATBOnline Business 5 How to Use This Guide 6 Roles and Entitlements in ATBOnline Business 6 Administrator Role 6 User Roles 6 Transaction Limits 7 User Procedures 7 Accessing ATBOnline

More information

I. Simplifying Payment Processing. II. Authorizing Your Transactions Correctly page 6

I. Simplifying Payment Processing. II. Authorizing Your Transactions Correctly page 6 Welcome to PaySimple! Congratulations on choosing PaySimple for all your payment processing needs! You will quickly notice that billing and collections is transformed into an effortless process. With PaySimple,

More information

Online Payment Processing Definitions From Credit Research Foundation (http://www.crfonline.org/)

Online Payment Processing Definitions From Credit Research Foundation (http://www.crfonline.org/) Online Payment Processing Definitions From Credit Research Foundation (http://www.crfonline.org/) The following glossary represents definitions for commonly-used terms in online payment processing. Address

More information

E-Commerce Applications E-payment

E-Commerce Applications E-payment Ecommerce Applications 2009/10 E-Commerce Applications E-payment Session 3 1 Overview Payment process Credit card payment online Payment systems Risks and challenges Chargeback Internet fraud Session 3

More information

Prepaid Card Terms and Conditions

Prepaid Card Terms and Conditions Prepaid Card Terms and Conditions These terms and conditions apply to your Prepaid Card. You must read them carefully. In these terms and conditions "you" means the named Prepaid Cardholder and the authorised

More information

Ease-E-Club Client Management Software by Computerease

Ease-E-Club Client Management Software by Computerease Ease-E-Club Client Management Software by Computerease Bluefin Payment Setup and Processing The Bank Export, Point of Sale and Client file are integrated with Bluefin Payment Systems: http://bluefin.com/computerease.

More information

Merchant Integration Guide

Merchant Integration Guide Merchant Integration Guide Card Not Present Transactions Authorize.Net Customer Support support@authorize.net Authorize.Net LLC 071708 Authorize.Net LLC ( Authorize.Net ) has made efforts to ensure the

More information

E-Commerce Applications E-payment

E-Commerce Applications E-payment E-Commerce Applications E-payment Session 3 1 Overview Payment process Credit card payment online Payment systems Risks and challenges Chargeback Internet fraud Session 3 2 E-commerce overview Buying and

More information

Sage Pay Fraud Prevention Guide

Sage Pay Fraud Prevention Guide Sage Pay Fraud Prevention Guide April 2014 Table of Contents 1.0 Introduction to fraud prevention 3 1.1 What are the fraud prevention tools 3 2.0 AVS/CV2 4 2.1 What is AVS/CV2 4 2.2 How it works 5 2.3

More information

PROTECT YOUR BUSINESS FROM LOSSES WHILE ACCEPTING CREDIT CARDS

PROTECT YOUR BUSINESS FROM LOSSES WHILE ACCEPTING CREDIT CARDS PROTECT YOUR BUSINESS FROM LOSSES WHILE ACCEPTING CREDIT CARDS TABLE OF CONTENTS Introduction...1 Preventing Fraud in a Card-Present Environment...2 How to Reduce Chargebacks in a Card-Present Environment...4

More information

Current Account, Current Account Plus, Student Current Account, Privilege Current Account, Privilege Premier Current Account. Terms and conditions

Current Account, Current Account Plus, Student Current Account, Privilege Current Account, Privilege Premier Current Account. Terms and conditions Current Account, Current Account Plus, Student Current Account, Privilege Current Account, Privilege Premier Current Account. Terms and conditions Terms and conditions of the Current Account, Current Account

More information

Cardholder Bank Disputed Transactions

Cardholder Bank Disputed Transactions Cardholder Bank Disputed Transactions Merchant Card Services Office of Business and Financial Services Welcome! Table of Contents: Introduction Types of Disputed Transactions Bank Transaction Processing

More information

AIB Merchant Services AIB Merchant Services Quick Reference Guide Ingenico

AIB Merchant Services AIB Merchant Services Quick Reference Guide Ingenico AIB Merchant Services AIB Merchant Services Quick Reference Guide Ingenico AIB Merchant Services AIBMS Quick Reference Guide This quick reference guide has been designed to answer the most common queries

More information

Current Account Conditions and AccounT Information.

Current Account Conditions and AccounT Information. Current Account Conditions and AccounT Information. If you open an account with us it will be with Yorkshire Building Society (trading as Norwich & Peterborough Building Society, Norwich & Peterborough

More information

Home Trust & Savings Bank www.hometrustbank.com

Home Trust & Savings Bank www.hometrustbank.com Home Trust & Savings Bank www.hometrustbank.com Terms & Conditions Please read the following Electronic Banking Agreement before you sign the enrollment form. GENERAL TERMS This agreement (the Agreement

More information

Merchant Procedure Guide

Merchant Procedure Guide Merchant Procedure Guide Customer Service Phone 800-939-9942 Fax 707-578-7088 After Hours Help Desk 800-228-0210 Voice Authorization / Call Center 800-228-1122 Security/ Dispute Department Phone -- 800-385-6212

More information

Transaction Dispute Office

Transaction Dispute Office Transaction Dispute Office Help Guide SmartPay 2 Version 1.0 August 2008 Confidentiality Clause and Disclaimer This Guide contains information that is confidential and proprietary to JPMorgan Chase Bank,

More information

CREDIT CARD. Our terms and conditions for. Your credit card

CREDIT CARD. Our terms and conditions for. Your credit card CREDIT CARD Our terms and conditions for Your credit card 1 Introduction and Definitions 1.1 Scope These Terms and Conditions are a contract between you and BNZ. They apply to the use of your Card, including

More information

BUT. Before you start shopping on the Internet, there are a number of questions you need to ask yourself.

BUT. Before you start shopping on the Internet, there are a number of questions you need to ask yourself. We've all heard how great Internet Shopping can be; some say you can find goods at prices far cheaper than at traditional stores, as online platforms don t have to manage expensive overheads. Online shoppers

More information

DEBIT CARD & ELECTRONIC FUNDS TRANSFER DISCLOSURE

DEBIT CARD & ELECTRONIC FUNDS TRANSFER DISCLOSURE DEBIT CARD & ELECTRONIC FUNDS TRANSFER DISCLOSURE The purpose of this Disclosure Statement is to make you aware of your rights and responsibilities when using our Debit Card and Electronic Funds Transfer

More information

Google Payments Terms of Service Buyer (US)

Google Payments Terms of Service Buyer (US) Google Payments Terms of Service Buyer (US) September 10, 2015 These Terms of Service are a legal agreement, between you and Google Payment Corp. ("GPC" or "we"), a wholly owned subsidiary of Google Inc.,

More information

Integrated EFTPOS User Guide

Integrated EFTPOS User Guide business Integrated EFTPOS User Guide www.bendigobank.com.au Table of contents Keypad layout....3 Debit card purchase...4 Credit and charge card purchase...5 Processing a tip (restaurants only)...6 Pre-authorisation

More information

ANZ EFTPOS card and ANZ Visa Debit card

ANZ EFTPOS card and ANZ Visa Debit card ANZ EFTPOS card and ANZ Visa Debit card Conditions of Use Where to find things in this document What you need to know about these Conditions of Use...1 How to contact us...1 A glossary of the terms we

More information

USDA: Handling Fraud and Disputes. Deanna Hanson CPS Fraud Support Analyst

USDA: Handling Fraud and Disputes. Deanna Hanson CPS Fraud Support Analyst USDA: Handling Fraud and Disputes Deanna Hanson CPS Fraud Support Analyst Agenda What is fraud? Fraud trends Fraud case lifecycle Fraud and dispute process Tips to prevent fraud 2 Fraud Overview and Trends

More information

Virtual Terminal Guide

Virtual Terminal Guide Virtual Terminal Guide Version 1.3 June 2014 Table of Contents About this Guide...3 Introduction...4 Example of how to use Virtual Terminal within your business:...4 Accessing the Virtual Terminal...5

More information

CONDITIONS OF USE. for GREATER BUSINESS VISA CREDIT CARDS

CONDITIONS OF USE. for GREATER BUSINESS VISA CREDIT CARDS Head Office: 103 Tudor Street, Hamilton NSW 2303 PO Box 173, Hamilton NSW 2303 Phone: 1300 651 400 Fax: (02) 4921 9112 Web: www.greater.com.au Email: webenquiry@greater.com.au ABN 88 087 651 956 Australian

More information

1.2 Business Day means any day other than a Saturday, a Sunday or a public or bank holiday in England and Wales.

1.2 Business Day means any day other than a Saturday, a Sunday or a public or bank holiday in England and Wales. Skrill Prepaid MasterCard Terms and Conditions These Terms and Conditions apply to your Skrill Card in addition to the Terms of Use and Privacy Policy governing your Skrill Account Terms of Use (https://www.skrill.com/en/siteinformation/terms-conditions/).

More information

Transaction Management

Transaction Management Access Online Transaction Management User Guide Version 3.6 Cardholder and Program Administrator Contents Introduction... 2 Transaction Management Variables by Organization... 2 Procedures in This Guide...

More information

TERMS AND CONDITIONS OF THE BILL PAYMENT SERVICE

TERMS AND CONDITIONS OF THE BILL PAYMENT SERVICE TERMS AND CONDITIONS OF THE BILL PAYMENT SERVICE SERVICE DEFINITIONS "Service" means the Bill Payment Service offered by your financial institution. "Agreement" means these Terms and Conditions of the

More information

Virtual Terminal User Manual for Direct Users

Virtual Terminal User Manual for Direct Users Virtual Terminal User Manual for Direct Users Table of Contents 1 Introduction... 3 2 Logging In & password maintenance... 4 3 Setting up Sub-Users... 7 4 Navigation... 10 5 Virtual Terminal Profile Page...

More information

NAB EFTPOS User Guide. for Countertop & Mobile Terminals

NAB EFTPOS User Guide. for Countertop & Mobile Terminals NAB EFTPOS User Guide for Countertop & Mobile Terminals About your NAB EFTPOS Terminal NAB EFTPOS Mobile NAB EFTPOS Countertoptop Table of Contents Getting to know your NAB EFTPOS VeriFone terminal...5

More information

Ti ps. Merchant. for Credit Card Transactions. Processing Tips CARD ONE INTERNATIONAL INC

Ti ps. Merchant. for Credit Card Transactions. Processing Tips CARD ONE INTERNATIONAL INC Merchant Processing Tips Ti ps for Credit Card Transactions CARD ONE INTERNATIONAL INC Card One International Inc - Merchant Processing Tips for Card Transactions Page 1 of 11 Merchant Processing Tips

More information

VISA DEBIT CARD CONDITIONS OF USE

VISA DEBIT CARD CONDITIONS OF USE GOLDFIELDS MONEY LTD VISA DEBIT CARD CONDITIONS OF USE Effective: 20 May 2015 These Conditions of Use take effect on and from 20/05/2015 except as otherwise advised in writing and replace all VISA Debit

More information

The Science of Credit Card Processing

The Science of Credit Card Processing The Science of Credit Card Processing Page 1 Credit Card Processing How does credit card processing work? You may receive credit card payments from customers from a variety of sources. You may swipe their

More information

FUNDS TRANSFER AGREEMENT AND DISCLOSURES

FUNDS TRANSFER AGREEMENT AND DISCLOSURES REG E DISCLOSURE This disclosure contains information about terms, fees, and interest rates for some of the accounts we offer. ELECTRONIC FUNDS TRANSFER AGREEMENT AND DISCLOSURES This form complies with

More information

Electronic Funds Transfer Disclosure Agreement

Electronic Funds Transfer Disclosure Agreement Electronic Funds Transfer Disclosure Agreement Your use of any EFT service offered by the Bank will be governed by this Disclosure and by any separate agreement or disclosure that also applies to the EFT

More information

DEBIT MASTERCARD APPLICATION

DEBIT MASTERCARD APPLICATION DEBIT MASTERCARD APPLICATION Hickory Point Bank s Debit MasterCard - the only card you need Our Debit MasterCard gives you a fast, economical and convenient way to purchase the products and services you

More information

ipay88 Recurring Payments V1.0 CHAPTER GUIDE

ipay88 Recurring Payments V1.0 CHAPTER GUIDE CHAPTER GUIDE Overview 3 Login to Recurring Payments Page 4 Recurring Payments via Email 5 Recurring Payments via Website 10 Online Report 16 Modify or Terminate A Subscription 18 FAQ 22 OVERVIEW When

More information

CONDITIONS OF USE for GREATER CREDIT CARDS

CONDITIONS OF USE for GREATER CREDIT CARDS Head Office: 103 Tudor Street, Hamilton NSW 2303 PO Box 173, Hamilton NSW 2303 Phone: 1300 651 400 Fax: (02) 4921 9112 Web: www.greater.com.au Email: webenquiry@greater.com.au ABN 88 087 651 956 Australian

More information

Chargebacks: Another Payment Card Acceptance Cost for Merchants

Chargebacks: Another Payment Card Acceptance Cost for Merchants Chargebacks: Another Payment Card Acceptance Cost for Merchants Fumiko Hayashi, Zach Markiewicz, and Richard J. Sullivan January 216 RWP 16-1 http://dx.doi.org/1.18651/rwp216-1 Chargebacks: Another Payment

More information

Arlington Bank eservices Agreement Personal Account

Arlington Bank eservices Agreement Personal Account Arlington Bank eservices Agreement Personal Account The Arlington Bank is pleased to offer internet banking, mobile banking, electronic statements, electronic alerts and telephone banking (herein referred

More information

Refer to the Integration Guides for the Connect solution and the Web Service API for integration instructions and issues.

Refer to the Integration Guides for the Connect solution and the Web Service API for integration instructions and issues. Contents 1 Introduction 4 2 Processing Transactions 5 2.1 Transaction Terminology 5 2.2 Using Your Web Browser as a Virtual Point of Sale Machine 6 2.2.1 Processing Sale transactions 6 2.2.2 Selecting

More information

By placing an order with International Checkout Inc. and / or using its website, you agree and are bound to the Terms & Conditions below.

By placing an order with International Checkout Inc. and / or using its website, you agree and are bound to the Terms & Conditions below. By placing an order with International Checkout Inc. and / or using its website, you agree and are bound to the Terms & Conditions below. 1. How It Works International Checkout Inc. ( we / us ) has agreements

More information

General Terms Applicable to Bill Payment and Transfer Services

General Terms Applicable to Bill Payment and Transfer Services Please read this document carefully and print a copy for your reference. You may refer back to it at any time on this website. General Terms Applicable to Bill Payment and Transfer Services Your use of

More information

Lombard Visa Card Account Conditions of Use

Lombard Visa Card Account Conditions of Use Lombard Finance Pty Limited Phone: 1300 132 302 PO Box 6227, Baulkham Hills NSW 2153 ABN 31 099 651 877 Australian Credit Licence 247 415 V0312 Lombard Visa Card Account Conditions of Use Your contract

More information