What Happens When Purchases Chargecard Accounts Are Disputed
When you set up shop and allow for payments via debit and charge cards, there are numerous advantages- including spontaneous shoppers, and consumers who will buy more when they can put it on a chargecard, but there are also a few disadvantages as well. One issue many retailers discover when they first start accepting chargecards is not only will they be responsible for paying the various fees associated with accepting credit or debit cards as payment, but accepting chargecards means you also have to deal with the occasional chargecard account dispute.
One common dispute will result in what’s called a charge back. charge card charge backs happen when a customer disputes a charge made on their credit card account, and your charge card company transfers the liability to you and requires that you pay the cash back. There are two main reasons why a charge back occurs-
Fraud
Poor Customer Service
If a cardholder decides to dispute a transaction they find on their charge card statement because they say the card has been stolen or someone used the card without their permission, then the retailer is responsible to recover that money. The cardholder’s chargecard will be refunded and the retailer is out the cash from that sale.
If your company is not providing quality customer service, a customer may not receive their ordered items or they might receive defective items- in which case they’re going to dispute the purchase and you will be required to pay that money back when the lender submits the charge back to your company lender account.
There are many levels of protection provided to retailers who accept chargecard accounts as payment. Technology provides us with a secure over the internet environment that encrypts the charge card account details and personal information of the cardholder as it’s transmitted over the internet. Technology also provides various card verification methods that ensure that the person submitting the order has the card in hand- and hopefully, they’re the owner of the charge card account account.
Unfortunately though, there is no fool proof protection to avoid all types of credit card account fraud, and a customer can submit a charge back up to six months after the date of purchase.
To minimize the number of charge backs you get hit with, be sure your on the computer shopping cart or website takes the necessary steps to verify the identity of the person placing the order. There are many different ways to try and avoid fraudulent activity over the internet, including address verification, security code checking and for internet transactions- you can use Verified by Visa and MasterCard’s SecureCode.
Another step you can take to minimize the number of charge backs you receive is to ensure that you are providing high levels of customer service. Make sure each customer is getting the items they order, and use processes that ensure that only quality items are being shipped. Take time to make sure items are shipped in proper packaging as well, to minimize damages that could occur during transit of orders.
For in person transactions, you can help minimize the charge backs by requiring that customers sign their receipt and having your cashiers actually take the time to compare the signature with the signature on the back of the card. You may be surprised at the number of retailers that skip this step! If the signatures match, the customer will not be able to submit a dispute that results in a charge back at a later date, so it’s well worth the extra thirty seconds or so to compare the signatures. If the cashier doesn’t believe the signature’s match, he or she can require that the customer use another form of payment.
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