Page 8 - GS131102
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ReadersSpeak
ChapterTitle
Chargeback challenges written record of what transpired and convey concise facts
supporting chargeback rebuttals.
Editor,
In July 2013, the American Express Co. published a handy
I've been getting a few angry calls from merchants about chargeback minimization guide for merchants to follow. Among
chargebacks they are experiencing. What advice does its tips, AmEx advises that merchants: describe charges on
Green Sheet give about what us agents should be telling initial invoices; request signatures of confirmation for future
merchants about chargebacks? reference; keep updated contact information on all customer-
Thanks. facing material; charge customers only after goods have been
Anton Crandel shipped or services rendered; and send confirmation emails for
Merchant level salesperson online and telephone orders detailing goods/services purchased,
Anton, itemized cost, terms of billing, returns, cancellations, etc.
Excellent question. Chargebacks begin when cardholders contact Recently, The Green Sheet published a story about the
card issuing banks and complain about certain transactions that SecureBuy-Magento 2013 Fraud Report that details how
show up on their statements. It may be that cardholders forgot merchants globally investigate card-not-present chargeback
they made certain purchases, or the charge may be the result requests only 54 percent of the time. (See "Report addresses
of fraud. Nonetheless, banks send the complaints to processors, CNP issues," The Green Sheet, Oct. 28, 2013, issue 13:10:02.)
who then may reverse funds out of merchant accounts. This is Merchants who are lax about chargeback follow-up are likely lax
when merchants are likely to squawk. on communicating with customers and on record keeping. By
providing advice on minimizing chargebacks, ISOs and MLSs
It is an opportunity for ISOs and merchant level salespeople can keep merchants on their toes and reduce the loss of sales and
(MLSs) to provide valuable advice. Merchants should clearly revenue.
display at the POS and on their e-commerce storefronts the terms Editor
by which merchandise can be returned, and in what condition.
We're here for you
But when chargebacks happen, and merchants opt to dispute
them, it is the merchants' responsibility to provide proof that Send your questions, comments and suggestions to
requests are invalid. Merchants therefore must provide a detailed greensheet@greensheet.com. We're always happy to help.
8
ChapterTitle
Chargeback challenges written record of what transpired and convey concise facts
supporting chargeback rebuttals.
Editor,
In July 2013, the American Express Co. published a handy
I've been getting a few angry calls from merchants about chargeback minimization guide for merchants to follow. Among
chargebacks they are experiencing. What advice does its tips, AmEx advises that merchants: describe charges on
Green Sheet give about what us agents should be telling initial invoices; request signatures of confirmation for future
merchants about chargebacks? reference; keep updated contact information on all customer-
Thanks. facing material; charge customers only after goods have been
Anton Crandel shipped or services rendered; and send confirmation emails for
Merchant level salesperson online and telephone orders detailing goods/services purchased,
Anton, itemized cost, terms of billing, returns, cancellations, etc.
Excellent question. Chargebacks begin when cardholders contact Recently, The Green Sheet published a story about the
card issuing banks and complain about certain transactions that SecureBuy-Magento 2013 Fraud Report that details how
show up on their statements. It may be that cardholders forgot merchants globally investigate card-not-present chargeback
they made certain purchases, or the charge may be the result requests only 54 percent of the time. (See "Report addresses
of fraud. Nonetheless, banks send the complaints to processors, CNP issues," The Green Sheet, Oct. 28, 2013, issue 13:10:02.)
who then may reverse funds out of merchant accounts. This is Merchants who are lax about chargeback follow-up are likely lax
when merchants are likely to squawk. on communicating with customers and on record keeping. By
providing advice on minimizing chargebacks, ISOs and MLSs
It is an opportunity for ISOs and merchant level salespeople can keep merchants on their toes and reduce the loss of sales and
(MLSs) to provide valuable advice. Merchants should clearly revenue.
display at the POS and on their e-commerce storefronts the terms Editor
by which merchandise can be returned, and in what condition.
We're here for you
But when chargebacks happen, and merchants opt to dispute
them, it is the merchants' responsibility to provide proof that Send your questions, comments and suggestions to
requests are invalid. Merchants therefore must provide a detailed greensheet@greensheet.com. We're always happy to help.
8
