A Chargeback, in ordinary terms, means a reversal. It's more of a buyer protection measure. The customer gets their money back. Take for instance, if the products they receive are faulty, a chargeback is always the feasible remedy. In usual circumstances, this is the last thing a merchant wants to come across. It brings on board lots of frustrations, more precisely to the retailer.
On the other hand, it's more of a protracted battle between the buyer and seller. It often seems like the buyer takes the edge since chargebacks come into play as a means to resolve unauthorized transactions. Regrettably, the seller risks high chances of incurring huge losses if more customers keep on filing chargebacks.
What is a Chargeback and How does it Work?
The chargeback resolution process involves three parties. The customer, merchant and the issuing bank. The cardholder (customer) usually contacts the issuing bank to request a chargeback.
Once a chargeback claim is filed, the issuing bank initiates the procedure. It will communicate this information to the Merchant. The bank explains in detail the reason for a chargeback claim. To enhance a fair outcome, there is a window period (7days in most cases) which gives the merchant ample time to respond. This usually via a reason code. It's important to note that all credit card brands have their own chargeback reason codes.
This includes brands like:
- American Express
What follows is a reply from the merchant to either acknowledge the chargeback or contest the action. Consequently, if I'm to challenge a chargeback, I need to back my arguments with proper documents to serve as evidence. If my grounds aren't convincing, then a chargeback takes effect.
In spite of that, it's highly recommended that merchants take steps to acquaint themselves with these procedures. It really helps with future chargeback experiences.
What Amounts to a Chargeback?
Chargebacks happen due to the disputes raised by buyers in relation to a purchase. In the event where a buyer receives a defective product, they're actually allowed to raise a claim. The other common reason for a chargeback is where a buyer pays for goods but the seller fails to ship the item.
Also, customers are prone to credit card theft. If their information gets stolen and is used fraudulently to purchase goods, then this highly attracts a chargeback claim. And this is where a Chargeback comes to enforce customer protection rights. Unfortunately, this isn't quite impressive for any business owner. And the reason is pretty obvious. It's all at my expense as a seller.
The amount is withdrawn from my account. A chargeback is effected on payment transactions made via credit cards, debit cards, and bank transfers.
And here's why most customers demand a chargeback.
Whenever customers detect any discrepancies with their orders, they often contact their credit card issuers and file a claim. Remember, the procedure varies from one credit card company to another since they all have different rules and regulations. What appears staggering for most business entities is that it's pretty difficult to avoid chargebacks. Quite frustrating, right?
To ease the burden, I must be wary and meticulous on the product quality. In particular, if I operate an online retail business I mustn't leave any loopholes for inaccuracies. More importantly, I need to handle my business transactions with lots of precision. This helps me to ultimately mitigate all forms of liability mainly if I accept credit card payments.
As a matter of fact, if I want to analyze all potential risks which come with business transactions, I need to think of all possibilities which might bring about future chargebacks. Quite annoying how chargebacks are always part of the equation in a business setup.
Credit Card Related Chargebacks
This often happens to merchants who receive transactions via a telephone call or mail. Customers will claim a chargeback on grounds that they didn't authorize the process.
To avoid such risks, always gather requisite information from the customer before you fulfill an order. In furtherance of that, be keen to capture the correct CVV(Card verification number) of the customer's credit card. Also, you need to confirm their address. However, there are untrustworthy merchants who want to charge a customer twice for the same transactions.
This might sound a bit trivial but it's so imperative.
Make sure that your systems are up-to-date. This helps a retailer detect if the credit card has expired or if it's invalid. But wait, there's more. A customer might press the Pay button twice. If this happens, it results in two transactions simultaneously. Definitely, this attracts a chargeback.
Poor Customer Srvice
The consequences for customer discontent are quite inevitable on the merchant's end. In particular, if a customer considers a chargeback as the ultimate remedy. Poor quality items always prompt customers to file for chargebacks. If they experience delays with the order delivery then a merchant is on the verge of getting smacked with a chargeback notification.
Chargebacks vs Refunds
It's pretty much prudent to draw a line here.
These two terms are so distinct. Although they seem confusingly similar to a layperson, they actually bear totally separate meanings. The reason for their parallelism is because both involve money which comes from the merchant, back to the buyer. Both processes revolve around a buyer's product guarantee. Basically, a bank doesn't meddle in refund issues. Arguably, a chargeback is far much, a worse experience if we compare it to a refund. And the merchants can very well attest to this.
Here's a practical illustration.
Merchants who use PayPal business accounts, know how valuable it's to get verified. Propitiously, it really works in favor of the seller by a high scale. This enhances the trust towards the potential customers. On the contrary, if several chargebacks are filed against me, I risk chances of getting my account blocked.
Meanwhile, a refund is the most preferable means of settling an issue which involves a purchase. If the problem seems genuine, it's better of to set off a buyer with a refund rather than waiting for them to claim for a chargeback.
Why do Buyers Prefer Chargebacks?
This is is the part which puzzles so many merchants.
At the first instance, the bank always requests a buyer to settle the matter amicably with the merchant before any chargebacks are processed. However, this doesn't turn out as expected. In most instances, there are differences in opinion and lack of good communication between the parties. Keep in mind, the buyer always acts out of disappointment and frustration.
Sometimes, it happens that a customer wants a chargeback since it quickens the results over a refund. Unfortunately, there are a number of unscrupulous buyers who just want to fraud a merchant. They file for a chargeback even when they receive a product in good shape.
Can a Transaction Equate to Both Chargeback and a Refund?
Flexible refund policies have their own setbacks. In most situations, a buyer will contact a merchant for a refund. On top of that, they go ahead and reach their bank to request a chargeback. For the most part, the merchant is ordinarily not aware that the chargeback process is underway.
If both transactions are successful, then a merchant suffers a loss twice. To resolve such an unfair encounter, a merchant can present clear and compelling evidence against the incident. This acts as proof that a refund has already been given once they receive a chargeback notification.
How to prevent Chargebacks
Consequently, the need to avoid chargebacks at all costs is so essential. A merchant needs to get geared towards all preventive measures available. To fend off chargebacks as much as possible, you might want to observe the following pointers;
Use a Unique and the Same Business Name for all Transactions.
When customers realize that they've authorized a payment to a company whose name seems strange and unknown to them, they frequently end up requesting a chargeback. It happens even where the payment is made to a legitimate merchant account. The primary solution is to make all charges straightforward and use a name which is pretty much familiar to my potential customers.
In a bid to effect this, make sure that you are within the scope of all credit card rules and regulations. It helps a merchant avoid all sorts of chargebacks by a significant margin.
What seems to work for the high-end merchants are their elaborate online receipts. It's far-reaching if I include my phone details and email address on the receipts or any other billing statements. A customer will first contact me before going an extra mile to file a chargeback.
Good Communication With Customers
One thing I need to comprehend is that the customer is always right. Save for those with fraudulent intentions. Principally, this is a very sound and simple means to keep off the chargebacks. You need a responsive customer support mechanism in check. If you handle massive sales on a daily basis, a 24/7 live chat support is actually, a feature you need to include in your virtual online store.
Credit Card Protection
Credit card Fraud is prevalent in so many ways. Eventually, it's the merchant who bears liability. Admittedly, it's quite cumbersome to detect transactions from stolen credit cards. As a result, a merchant might have to deal with so many chargebacks. Above all, what matters most is the need to make your online retail business an effortless experience.
By doing so, I need to work with a secure checkout plan. What sounds promising, are the number of profound companies with top-notch technology which helps to reduce risks for merchants in online businesses. In the long run, it's a means to be sure that you're not dealing with stolen credit cards.
Here's one more.
Don't hesitate to contact the issuing bank and verify all the details via their address verification services. Seek assistance from the bank to ascertain the accuracy of the customer details. For countries which are blacklisted as credit card fraud hotspots, it's highly advisable to set stringent verification steps. Ultimately, it saves you the risk of future chargebacks.
Also, it's perilous to accept expired credit cards. This is unsafe and regrettably exposes you to potential losses.
Enhance your product quality
It goes without an iota of doubt. A customer needs a product which matches the description. Besides, you need to sell items which are of merchantable quality. No more no less. It's the only way to keep your customers happy. As a matter of fact, a chargeback will be the last thing they'll think of.
To advance the customer's confidence in my products and services, I need to include a viable return policy. This works towards sorting out any claims as soon as possible before a customer thinks of requesting a chargeback.
Keep all transaction reports
There are so many transaction reversals escalating on a daily basis. To the merchant's end, this is so overwhelming if we entirely take into account the chargebacks made by fraudulent means. In the event where a claim by an unscrupulous buyer is raised, a merchant will have an upper-hand to dispute if they have all receipts on board. Detailed receipts always expedite the investigations by the issuing bank.
Abide by the credit card processing rules
The regulations vary from one credit card brand to another. If a card gets declined, it's quite insightful to not attempt swiping it several more times. It often results in a chargeback. This is also a measure to avoid duplication of transactions. To most e-commerce retailers, it's wise to use address verification systems as a way of validating a customer's information. It fends off all sorts of ambiguities.
If a transaction is made but in the absence of the actual credit card, insist on CVV and CVC card verification numbers.
When you're dealing with a chargeback, it's ideal to act promptly. Any delays will cost you in the end. If you're responsive enough, it's quite easy to settle any complaints with the consumer without having to involve the issuing bank. Also, you can provide reliable information as proof that you actually delivered the goods to save yourself from chargebacks.
In the general run of things, follow all steps listed above which give a useful cognizance of how to minimize the number of chargebacks in your enterprise.