What is chargeback?
A chargeback is initiated when the
customer contacts the issuing bank to request a payment reversal. Many of these
chargebacks could be avoided. The more you know the proper procedures, the less
likely you’ll run into issues that might result in a chargeback.
Reasons for chargebacks
Chargebacks arise for many reasons,
but primarily for customer disputes and fraud:
·
Customer claims to have never received
the goods as promised at the time of purchase;
·
Customer was shipped an item that was
very different from the seller's description, or the item was damaged when the
buyer received it; or
·
Customer claims they did not authorise
the purchase, they did not make the purchase, or they were victims of identity
or credit card theft.
How to avoid chargebacks?
There are several things you can do
to prevent disputes and chargebacks from happening in the first place:
Provide contact information.
Buyers may not resort to a dispute
or chargeback if they can talk to you about the issue. Provide an email address
or phone number, or even call buyers in advance when you're selling
higher-priced items.
Be responsive.
No one likes to wait. Respond
quickly and professionally to all reasonable buyer inquiries.
Suggest Dispute Resolution.
If a customer tells you that they’re
going to file a chargeback with their credit card company, ask them to open a
dispute in the PayPal Resolution Center instead. This will give you and your
buyer the chance to work things out.
Provide a clear return policy.
Make sure your return and refund
policies are easy to find and understand.
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