In addition to the guidelines provided here, MOTO (mail order/telephone order) businesses and any others that primarily key in transactions can provide additional information to fight off a chargeback.
If you can, provide as much of the below information as possible:
- Proof that the person who signed for the transaction is the cardholder, is authorized to make the transaction on behalf of the cardholder, or is known personally by the cardholder
- A signed proof of delivery form or an unsigned proof of delivery form as well as a delivery release form showing that the customer agreed to allow the package to be delivered without a signature
- If the package was delivered to the business address, provide proof that the customer was working for that business at the time of delivery. Examples include an email address on that company's domain or website screenshots showing their bio.
- If the package was picked up from your business, provide proof that the cardhold signed the pick-up form, a copy of the identification the cardholder provided to you at pickup, and details explaining the type of identification provided
- Proof of the shipping date
- Shipping and delivery information about any replacement products, spare parts, repair kits, or anything else you may have sent out to the customer to resolve an issue
- Explanations of any discrepancies (for instance, mismatched transaction dates)
Don't panic! Just give us a call at 408-295-8360 if you're a MOTO business dealing with a chargeback and we'll help you take care of it.
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