How do I reduce the chances of a dispute?

Suggestions to Reduce Disputes

  • Early Settlement — the customer may contact you to clarify the charge on their card. Have an open discussion with them to try and reach an amicable settlement before a dispute is processed. If this results in a refund, ensure they provide written evidence of their request to withdraw the dispute claim.
  • Evidence — the banks will want to see signed evidence to show that the ‘true’ cardholder authorised or participated in the transaction. Exercise due diligence and always assess a customer’s validity before shipping/releasing goods or services.

When shipping Physical Goods

  • Use a reputable courier engaged to make the delivery and use a courier that does not allow shipping re-routes.
  • Ensure delivery is to a physical address. Never send deliveries to a hotel, motel or GPO Box.
  • Ensure that the person making the delivery does in fact deliver the goods to a person inside the premises.
  • Obtain a signature wherever possible on delivery.

When managing card not present transactions or online transactions

  • Obtain the credit card number, name of the bank, expiry date, full name, address and contact phone numbers, including landline contacts.
  • Conduct a telephone directory check on the details provided to verify name and telephone number.
  • Confirm the order by calling the landline number provided and/or send confirmation of the order to the billing address, not the shipping address.
  • Do not continue to attempt authorisation or split a transaction after receiving a decline.
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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.