Qu'est-ce qu'une rétrofacturation ?
A chargeback happens when a cardholder challenges a transaction and asks for a reimbursement from their bank. The bank then launches a chargeback, withdrawing the funds from the merchant’s account and crediting it back to the cardholder.
Common Reasons for Chargebacks
Chargebacks can arise for various motives, like:
1. Deceitful Transactions:
Unauthorized Use: Claims that the transaction was not approved, regularly due to taken card information.
Friendly Fraud: The cardholder makes a buy and afterward claims it was unauthorized, either absentmindedly or purposely.
2. Item/Service Not Received:
Delivery Problems: Claims that the item or service was not obtained because of shipping mistakes or delivery delays.
Lost Packages: The item was lost in transit.
3. Item/Service Not as Explained:
Misleading Descriptions: The item obtained is significantly different from the description.
Service Discrepancies: The furnished service does not match the description or anticipations.
4. Billing Errors:
Inaccurate Amounts: The cardholder was charged an wrong amount.
Duplicate Charges: Multiple charges for the same transaction.
Subscription Confusion: Errors in reoccurring billing, such as being charged for a terminated subscription.
5. Technical Issues:
Processing Errors: System glitches or wrong transaction details.
Expired Authorization: The authorization expired before the transaction was finished.
6. Miscommunication and Consumer Disputes:
Unrecognized Transactions: Unclear merchant descriptor leads to unrecognized transactions.
Poor Customer Service: Unsatisfactory resolution of issues by the merchant.
7. Canceled Orders:
Failure to Cancel: The merchant processes the charge in spite of the order being canceled.
Refund Delays: Delay in handling the refund request.
Steps to Win Chargeback Disputes
Clear communication, prompt fulfillment, and excellent customer support are crucial for online merchants to avoid chargebacks. Descriptors must clearly identify merchants while receipts provide transaction details. When issues do arise, gathering comprehensive evidence is key. Documentation of orders, deliveries, policies, and customer conversations presented promptly and professionally in rebuttal letters can effectively resolve disputes.
Merchants must understand network-specific chargeback codes to appropriately address different reasons. Fraud claims require IP and address verification in addition to authorization security checks. Missing physical goods demand delivery tracking while service lapses necessitate completion records. Dissatisfied customers potentially resulted from inaccurate or incomplete product information lacking clarification of receipt and satisfaction. Billing mistakes may stem from input errors highlighting the importance of validation.
Knowing network terminology empowers merchants to methodically organize pertinent documentation, digitally package rebuttals, and clearly convey full order and satisfaction fulfillment when customer recollection differs. A rapid, considerate response demonstrating attention to detail discourages unnecessary losses and cultivates trust. Protecting customers and commerce relies on cooperative resolution over confrontation.
Transaction Records: Detailed records must reflect each billed amount matching the corresponding customer order, down to the last cent. Records that cannot clearly tie charges to orders will undermine dispute claims.
Refunds Issued: Documentation is demanded exhibiting refund transactions, should any been carried out. Lacking receipts of reimbursements allows question of merchant ethics.
Winning chargeback disputes necessitates perseverance, lucid interactions, and acting without delay. By pursuing these steps and best practices, merchants can effectively navigate and prevail in chargeback disputes, curtailing financial losses and preserving beneficial customer relationships. For more specialized strategies and reinforcement in managing chargebacks, view RapidCents.
