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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