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Do Not Accept The Card if...
- Signature on receipt does not match the signature on the back of the card.
- Hologram does not appear on the card, or if it appears fake. look for the hologram on MasterCard® (world globes), Visa® (flying doves), and JCB® (logo).
- Card is unsigned. Ask for identification and have the customer sign the card in your presence. If the customer refuses, do not accept the card.
- Transaction is occurring either prior to the valid date or after the expiration date on the card. Ask for another form of payment.
- Raised Account number on the face of the card and the number display on the terminal do not match, even if an authorization is received. (this is based on physical terminal swipe - card present)
Chargeback Process & Helpful Hints
The following are the top 5 reasons for which we receive chargeback, and how you must be able to dispute them if appropriate. All supporting documentation must be provided within twelve (12) days. This applies specifically for Blackstone merchants, other merchant service providers may have different requirements. Check with them for suggested dispute process.
- Card member or card issuer requests a copy of the sales record.
To Dispute:
Within twelve (12) days of date you receive the request, fax or mail a copy of the sales record to the return address on the notification.
- Non-receipt of merchandise-card member is claiming they did not recive the merchandise or merchandise was paid for by other means or cardholder did not authorize the transaction (primarily for mail, telephone , internet orders or recurring transactions such as repetitive billing or pre-authorized health card transactions).
To Dispute:
• Provide a copy of sales record, invoice, or order form.
• If a customer has paid for merchandise by another method, do not process the transaction.
• Provide a signed delivery receipt (UPS, FedEx, etc.) showing name and address the merchandise was delivered to.
• Provide a signed form and/or invoice acknowledging card member's participation in a recurring or subscription based transaction.
If possible, contact the card member directly to resolve the inquiry/dispute.
- Non-matching account number (transaction was processed on an account not found on an issuer's masterfile).
To Dispute:
• Provide a copy of sales record
• If you use a third party authorization such as a gateway or Authorize.net, immediately request their authorization logs and submit to Client Services.
• If possible, contact the card member to verify the account number or request another form of payment. If an incorrect number was used, authorize and redeposit the transaction using the correct number.
- Transaction was processed more then once to the same card member.
To Dispute:
Provide two different sales records, invoices, or order forms (both signed and imprinted). **
- Credit not processed-the card member is claiming that a credit voucher or refund acknowledgement issued by you was not processed.
To Dispute:
Provide a copy of the credit record, date credit record, date credit was processed, and the deposit total that included the credit. **
** Also provide an explanation of circumstances surrounding the transaction/chargeback, explaining why the chargeback may be improper or invalid.
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Ask For Identification, Such as a Driver's License, if...
- Card shows signs of tampering (e.g., signature panel shows evidence of erasure; the account number or name on the front of the card looks uneven or misaligned).
- Customer is acting nervous or seems to be buying without regard for price, size, color etc.
- Customer is making multiple purchases of high-value items such as TVs, VCRs, jewelry, etc., and needs to take everything, including large items immediately.
Other Helpful Hints and Topics:
Become a Facebook Billing app fan to participate and post feedback. (updated weekly)
Billing helps prevent risk and exposure to chargebacks for merchants.
Accepting credit cards on the iphone can be very insecure and expensive in the longrun if the solution you pick for this important task is not researched fully.
Spartadata has gone the extra mile to ensure merchant risk and exposure are addressed through both software encryption and security via https connectivity. Additionally the transaction process allows for complete dispute friendly workflow. This is managed by enabling the built-in signature capture feature in Billing. As a merchant you can archive and email each transaction record along with customer signature in a fully digital and non-linear process via email. There is no need for special software or hardware support. When we say non-linear we mean there is no need to render a particular flow in order to recover a receipt or transaction record. Billing logs all transactions along with signatures as part of the "previous transactions" section. Merchants can access any transaction record any time and perform various functions including: refunds, email receipt and review transactions in full detail.
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