Chargeback Information and FAQs
What is a chargeback?
A chargeback occurs when a customer disputes a credit card transaction. There are many reasons for chargebacks, but the most common are fraud/counterfeit cards, returned merchandise, terminated services, or processing errors.
What do I do if I’ve received a chargeback?
Our Support Team is more than happy to help you to respond to your chargeback in the best way possible. If you are currently enrolled in Dispute Manager, please log in to your account and respond directly through the tool. If you aren’t enrolled in Dispute Manager and you want to reach out to us directly for guidance, then please make sure you have your chargeback dispute notice on hand when you give us a call at 866-701-4700.
What are some things I can do to protect my business from the threat of chargebacks?
- Upgrade your equipment to accept EMV chip cards.
- Always insert or swipe your customer’s card when possible.
- If a payment is taken over the phone, make sure to input as much billing information as possible (billing address, zip code, CVV).
- If you have an online business, ensure that you have the proper AVS (Address Verification System) settings enabled on your website.
We offer a variety of services that enable you to view your chargebacks online. Click here to learn more about Dispute Manager, our online portal that allows you to respond to and monitor all chargebacks that have been issued to your business.
Is my equipment EMV compatible?
One of the best ways you can protect your business from chargebacks is by upgrading your equipment to accept EMV credit cards. Please reach out to our Support Team or your local Sales Representative to get set up with EMV capable equipment today!
For additional resources and industry updates, you may reference the following sites:
- Mastercard Chargeback Standards
- Discover Chargeback Standards
- Visa Chargeback Standards
- American Express Chargeback Standards