Preventing Chargebacks

  

   RETRIEVAL REQUESTS

   A Retrieval Request is a request from the Issuer, made on behalf of the Cardholder, for a copy of the

   Transaction Receipt. A Retrieval Request (also known as a Copy Request) most often occurs when a

   Cardholder:

 

  • Loses their copy of the Transaction Receipt
  • Does not remember the Transaction
  • Questions the Transaction for any reason

 

   When a copy of a Transaction Receipt is requested, you will receive a Retrieval Request notice to help you

   identify the Transaction receipt for the requested transaction. You are required to provide ELAVON with a

   copy of the applicable Transaction Receipt so they can send it to the Issuer on your behalf. The Transaction Receipt copy must be clear and

   legible, signed by the Cardholder, and provided within the time frame specified in the notice.

 

   We suggest you maintain Transaction Receipts in chronological order so that you can retrieve them quickly and easily when needed.

   Records may be stored offsite, provided they are secure and readily accessible to the appropriate personnel. Remember, all records must

   be retained for a minimum of eighteen (18) months. 

 

   It is absolutely critical that you respond by the deadline specified in the notice. Failure to respond to a Retrieval Request or failure to provide

   a Transaction Receipt in a timely manner will result in a Chargeback that cannot be reversed. Your response to a Retrieval Request may

   be sent by fax or U.S. mail, as outlined in the  Retrieval Request notice. Due to possible delays using U.S. mail, we recommend that you fax

   the response or send it via overnight mail. If you elect to send your response via U.S. mail, make sure you allow for sufficient time to meet

   the deadline. If we do not receive your response to the Retrieval Request by the deadline given, a  Chargeback will be issued and your DDA

   will be debited for the amount of the transaction. Again, this type of Chargeback cannot be reversed.

 

   CHARGEBACKS

   A Chargeback is a Transaction disputed by the Cardholder or an Issuer. If you receive a Chargeback, ELAVON will debit your DDA for

   the amount of the Transaction including any applicable currency fluctuations.

 

   There are several situations in which Chargebacks may occur. The most common Cardholder-initiated disputes include:

 

  • Dissatisfaction with the quality of merchandise or services received
  • Failure to receive merchandise or services
  • A questionable Transaction
  • A processing error by Merchant staff
  • Unauthorized use of a Card

 

   While it may not be possible to eliminate Chargebacks entirely, you can reduce their occurrence by resolving issues and disputes directly

   with the Cardholder and by following the proper Authorization and processing procedures. Because Chargebacks can be costly, you

   should make every effort to prevent them. Generally, you should remember to:


  • Avoid duplicate processing of a Transaction
  • Work with the Cardholder to resolve disputes regarding the quality of merchandise or services rendered
  • Refuse to process a Transaction when you receive a Declined Code during Authorization
  • Call for Voice Authorization, if needed
  • Call for a Code 10 Authorization if you are still suspicious of the Cardholder, Card, or Transaction after receiving an Approval Code
  • Include a description of the goods or services on the Transaction Receipt
  • Deliver merchandise or services before charging the Card
  • Obtain an Authorization Code
  • Include the CVV2/CVC2/CID and AVS codes for Card Not Present Transactions, if applicable
  • Submit Transaction Receipts on the same day Transactions are authorized
  • Make sure an Imprint appears on a manual Transaction Receipt or that the relevant Transaction information appears on the Point of Sale                     device-generated Transaction Receipt
  • Never accept expired Cards or Cards having effective dates prior to the date of the Transaction
  • Make sure the signature on the Transaction Receipt matches the signature on the back of the Card
  • Obtain a signature from the Cardholder when merchandise is delivered
  • Be cautious of shipments to an address other than the Cardholder's billing address

 

   NOTIFICATION OF CHARGEBACKS

   If you receive a Chargeback, ELAVON will debit your DDA for the amount of the Chargeback and send you a Chargeback notice. This

   notice includes the details of the Transaction, as well as specific instructions on how to respond.

 

   HOW TO RESPOND TO A CHARGEBACK

   A Merchant?s written reply to a Chargeback is known as a Chargeback rebuttal. You must submit your rebuttal to ELAVON in a timely

   manner so we can present it to the Issuer. If you submit a valid rebuttal, ELAVON will issue a provisional credit in the amount of

   the Transaction to your DDA. The Issuer will then review your rebuttal to determine if the Chargeback is remedied. If the Issuer determines

   the Chargeback is not remedied, they will initiate a second Chargeback and ELAVON will debit your DDA a second time.

 

   You must submit a legible and valid rebuttal within the time frame specified in the Chargeback notice. Failure to do so will delay credit to

   your DDA and may result in a waiver of your right to rebut the Chargeback.

 

   For more information contact the Chargeback Department at 1-866-600-5008.

 

   CHARGEBACKS THAT CANNOT BE REVERSED

   There are specific instances when a Chargeback cannot be reversed. In these cases, you are responsible to us for the Transaction

   amount regardless of the Authorization Code you received. These situations include:

 

  • When the Card is present but it is not swiped or manually Imprinted
  • When the Card is present but you did not have the Cardholder sign the transaction Receipt
  • When the signature on the Transaction Receipt does not match the signature of the Cardholder on the back of the Card