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Prevention of chargebacks


Refunding a suspected fraudulent transaction


You can refund a transaction you suspect to be fraudulent, however, once you have received an RFI (Request for Information) or a Chargeback, it is too late to refund the transaction. If you do so you risk losing the money twice. It is important, therefore, to action refunds promptly whenever you decide not to proceed with a transaction.

For information about how to refund a transaction refer to your CMS (Customer Management System) User guide which is available once you apply.


How to prevent a chargeback

It may not be possible to prevent all chargebacks. However, we have attempted to reduce the number of chargebacks. First, the merchant's business name will appear on the customer's credit card statement. This reduces the risk of a customer not remembering the purchase. Second, a team of chargeback analysts review chargeback notifications and dispute a proposed chargeback where evidence exists.

Please click here for a guide to avoiding chargebacks

As a merchant, you can help by ensuring that the name you register for the service is the name under which your business operates. You can also help by having your customers sign a sales receipt if they provide their credit card to you in person. Finally, if you are shipping goods, be sure to use a shipper that provides confirmation of delivery. A signed sales receipt or a confirmation of delivery will assist our chargeback analysts in disputing proposed chargebacks.

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