Your team faces a chargeback dispute accusation. How will you navigate the challenging situation?

A chargeback dispute? More like a chargeback disappointment. But fear not, my team! We'll navigate this stormy sea with a captain's calm and a pirate's wit. First, we'll gather all the evidence like a treasure map, proving our innocence with receipts, emails, and perhaps even a sworn affidavit from a friendly parrot. Then, we'll negotiate with the customer like a pirate bartering for booty, offering refunds or store credit to avoid a mutiny. And if that fails, we'll fight this battle like a pirate defending their ship, using our knowledge of chargeback regulations as our sword and shield.

Collect documents: Immediately collect all materials associated with the transaction, including receipts, order details and customer communications. Thorough investigation: Analyze the cause of the dispute and study the details of the transaction to understand the underlying issue. Gather Evidence: Prepare a compelling case with appropriate documentation that directly addresses the reason for the chargeback. Timely response: Submit a well-thought-out response before the deadline, according to the issuer's instructions. Communication with customers: If necessary, contact the customer to resolve the problem amicably. Process Improvement: Use information from the dispute to improve your chargeback prevention strategies.

The first step is determine the type of chargeback is this? Is this billing error, transaction error or refund issues or merchandise not delivered. For those cases, a trail of events, evidence and transaction traceability merchant is expected to have to counter the chargeback. The Bank assign a charge back code, this code helps to understand the reason for chargeback. Chargeback that falls under unauthorized transaction, identity theft or other type of card fraud, the evidences like POS slip indicating method of authentication (e.g. PIN), or online 2F authenticated flag from payment gateway, any evidence that help to counter the non-repudiation claim from card holder should be submitted.

For proper collection of all documents, I create a “dispute vault” in our CRM system in which each case is to have its folder. Each team member directly submits invoices, contracts, and all the communications with the customers. We make email tracking automated and link the emails accordingly. I also make a checkpoint for documents that helps me track all the pieces of evidence that I do not want to end up missing.