How can we protect our business from disputes?

Whilst there's no sure way of avoiding disputes from cardholders, there are some things you can do to better protect your business from being exposed to them in the first place.

Beware of unusual transaction activity

If you receive an order far above your usual amount, investigate the details a little further. Abnormal behaviour can suggest the customer is trying to purchase with stolen credit cards.

Open communication with your customers

Try to resolve a complaint directly with a customer before they consider disputing the charge with their bank.

Accurate statement description

Ensure the business name in your Pin Payments account is what your customers would expect to see on their card statement.

Proof of purchase and delivery

Ensure that you retain proof of sale, delivery and any communications that you have with your customer. This will be vital for challenging disputes.

Verify customer before shipping

Before shipping expensive purchases, pick-up the phone and speak with your customer or use Easy Card Authentication to verify they're the true cardholder.

Prevent fraudulent disputes

Abnormalities in transactions could suggest a customer is trying to purchase with stolen credit cards. Keep an eye out for unusual transactions:

  1. Multiple failed payment attempts, followed by a successful charge. Attempts made with different credit cards are of particular concern.
  2. Customer attempts lower charge amounts after higher charge amounts fail.
  3. Order from a new customer for a dollar amount much higher than your average sale amount.
  4. Customer orders with an international shipping address for a product that should be easier to obtain locally.

Read more in our blog that goes into more detail on each of these strategies Understanding risk for small businesses accepting payments online.

Unable to find the answer you need? Contact our team for assistance.
Pin Payments acknowledges the Traditional Owners and Custodians of the Country throughout Australia and recognises their continuing connection to land, water and community.
We pay our respects to Aboriginal and Torres Strait Islander cultures, and to Elders past and present.