Chargeback Expertz provides tips to avoid chargebacks for merchants. There are three primary reasons for chargebacks: item not received, significantly not as described, and unauthorized transactions. Good customer service helps avoid chargebacks by providing contact information, order confirmations, quick responses to inquiries, dispute resolution policies, and clear return policies. To prevent disputes from becoming chargebacks, merchants should keep shipping records, purchase insurance, use trackable shipping, communicate about unavailable or damaged items, provide accurate descriptions, and contact customers about potential unauthorized transactions.

1. Chargeback Expertz
How to avoid
chargebacks

2. • Item Not Received. The cardholder placed an
order, paid for a service or product, but claims
have not received the order or service.
• Significantly Not As Described.The cardholder
claims that the product or service received was
sub-standard, compared to the merchant’s
description.
• Unauthorized Transaction.The cardholder claims
that a transaction is fraudulent or was
without the cardholder’sconsent.
Chargebacksprimarily occur for
three reasons:

3. GOOD CUSTOMER SERVICE HELPS
TO AVOID CHARGEBACKS
• Customer Service Contact Information. Ensure that your website makes it easy
for customers to find your contact information. Using an email contact formis a
great idea. The easier it is for a customer to contact you directly the less likely
they are to call their bank or credit card company first and file a chargeback.
• Order Confirmations. Send a confirmation email as soon as an order is
received, and make sure to include your contact information. Or call the
customer to confirm the order before dispatching.
•
Customer Inquiries.Respond quickly to all customer inquiries. No one likes
waiting unnecessarily for a reply.
•
Dispute Resolution. Have company policies in place to resolve common
customer complaints. A well-trained customer service team is a must.
•
Return Policy.Make your return policy easy to find online and word it in a way
customers can easily understand. Not everyone understands legalese.

4. PREVENTING DISPUTES FROM
TURNING INTO CHARGEBACKS
• Item not Received Dispute. Keep a record of the shipping address provided by the
customer during the order process. Purchase shipping insurance to cover any
damagedor lost orders. Use a shipping method that allows online tracking of
packages and delivery confirmations which will give youand the customer proof
that an order was sent on time and to the correct location. If an Item is not
available or was damaged or lost while in the process of being delivered,inform the
customer that you are regretfully cancelling the order and give them a timeframein
which to expect a refund. Then process the refund as quickly as possible.
• Significantly Not As Described Dispute.Product and service descriptions should be
accurate, with nothing kept hidden from the customer. Include such things as “no
color choice” or “product may appear slightly different than the picture.”
• Unauthorized Transaction Dispute.There are situations when a charge is clearly
fraudulent, and then there are times when a transaction may only appear to be
fraudulent to the cardholder. In the second instance, the cardholdermay have just
forgotten about a purchase, may not recognize the company name, or has
forgotten special circumstances that permitted the charge. The only way to resolve
these kinds of disputes is through direct contact with the cardholder.

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