Help & Support / Information
and Guides / <<
back to previous page
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.
Learn more about customer service >>>