Dispute & Fraud Prevention

There is no one size fits all solution, but adhering to best practices can help to protect your business from the most common examples of credit card disputes or fraudulent activity.

Best practices for e-commerce businesses

  • Setting up Fraud Modules will help create protective barriers for your business- declining any orders that don’t meet your pre-determined criteria, for example, country and card type restrictions
  • If you are shipping products, make sure to verify the billing & shipping address information match
  • Include your Refund Policy on your payment page
  • Clearly describe your products and service policies
  • Refund any payments you suspect are fraudulent as soon as possible
  • Sign up for Dispute Manager, our online portal that lets you take immediate steps to review, respond, and monitor chargebacks. Learn more and sign up today

How to respond to a dispute for e-commerce businesses

  • If you receive a chargeback notification in the mail, please respond as quickly as possible. There are often limitations and if the response date has passed, you may be left with little recourse to dispute the chargeback
  • Review the chargeback reason code to learn more about why the dispute was issued and how you can best respond
  • For e-commerce transactions, any of the following evidence can be helpful when submitting your response:
    • Order confirmation, email communications, shipment tracking numbers and delivery confirmation, proof of prior refunds or replacement shipments, etc.,
  • As your credit card processor, we are potentially (depending upon Fraud Modules, integration solution, etc.) able to provide you with the following transaction details:
      • Customer Name
      • Billing Address
      • Customer Signature
      • Transaction Receipt

Best practices for brick & mortar businesses

  • Verify that the customer’s identification matches the name on the credit card
  • Check the expiration date on any credit or debit cards
  • Compare the receipt signature with the signature on the back of the credit card
  • Always process credit cards via EMV or contactless payment method
  • Avoid manually keyed transactions
  • Sign up for Dispute Manager, our online portal that lets you take immediate steps to review, respond, and monitor chargebacks. Learn more and sign up today

How to respond to a dispute for brick & mortar businesses

  • If you receive a chargeback notification in the mail, please respond as quickly as possible. There are often limitations and if the response date has passed, you may be left with little recourse to dispute the chargeback
  • Review the chargeback reason code to learn more about why the dispute was issued and how you can best respond

Still not sure what a chargeback is?

Review our FAQ on Chargebacks to learn about the most commonly reported disputes and best response protocol.

Review the major card brand merchant resources