Disputed Transactions - Document Submission Guide for Merchants
In Disputed Transactions, our company mediates between its merchants-partners and their consumers through the financial system (Card schemes, Banks, etc). It is the duty of our company, in collaboration with the merchant partner, to collect as much information possible and collate the documents to show the correctness of the transaction queried. As a result, we can represent the merchant in the best possible way to the cardholders who question their transactions and the respective issuing banks.
The Card Schemes, following the evaluation of documentation under specific International Processes, decide over the outcome. If the dispute is resolved in merchant’s favor, the reserved amount gets released. If the dispute is resolved in the customer’s favor, the reserved amount is refunded to the customer. Please be aware that our company cannot intervene in the outcome of the Dispute.
Dispute process can typically take up 120 calendar days. Duration depends on many parameters such as the complexity of the case and the evidence/data available to each party involved.
Below, you will find an indicative guide for the best possible merchant preparation in a transaction dispute.
➽Transactions made with the physical presence of the card (Card Present):
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The POS receipt issued by the card terminal, with or without a customer's signature, depending on the relevant section of the receipt. It is noted, that the customer signature part of the receipt if requested is a very important element.
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Documents which are proof of customer purchases such as; receipts, invoices, agreement/contract or delivery note.
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For products/services that have already been provided; respective proof if possible signed by the customer.
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For products/services that will be provided (e.g. construction of kitchen cabinets); a contract with a clear indication of the provided product/service, completion/delivery date, Terms of Use and/or warranty.
➽Transactions made without the physical presence of the card (Card Not Present):
- Documents which are proof of customer purchases such as; receipts, invoices, registration forms, delivery notes, tracking number, booking confirmation, agreements, email communications with customers etc.
The above documents should contain the following:
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Customer identification details such as; Name, Address, contact numbers, email, possible identification documents or IP address.
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The consent of the customer in each purchase indicated by; the handwritten signature of the customer, or by acceptance via email, or the acceptance of the electronic Terms of Use of the service/product purchased.
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The Terms of Use governing the purchase of the product/service.
In addition to the above, provide the following if available:
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Data that connect the Payer (the customer who made the purchase) and the Cardholder of the card.
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Evidence that the transaction was made by a relative or friend of the Cardholder, or a person associated with/familiar with the cardholder evidence, that the Cardholder holds the product and/or uses the product or service.
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Signature of the Cardholder in the product receipt form.
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Customer details or possible identification on the merchant's account/ordering system.
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Proof that the same card or device, IP address, email, delivery address or telephone, has been used in past transactions that have not been disputed and that have taken place at least 3 months earlier.
In addition, include any information, evidence or documentation available, which increases the chances of winning the case. The more compelling the information you have, the more successful the support of the case will be in the International Card Schemes and the Issuing Banks.
Furthermore, if appropriate and depending on the complexity of the case, you can include a brief case history, preferably in English, which describes; what the customer bought and how, if there was communication and if he faced any obstacles. In general, provide any information that could help to better support the case.
To be able to achieve the above, it is advisable to communicate by phone or in writing with your client, in order to clarify the special circumstances for which he has made the dispute, as well as to attempt to resolve the case. Include the result of your communication in the case history you provide.
Depending on the dispute justification, the following applies:
- In an unauthorized transaction by the cardholder, it must also be proven that the Payer (your customer) either is the same person as the Cardholder, or has made a payment with the authorization of the Cardholder, or is linked to the Cardholder on a relative, friendly or professional level.
Important: Transactions made without the application of 3D Security Protocol or the physical presence of a customer (e.g. Virtual Terminal or MOTO), involve an increased risk of being carried out without the consent of the Cardholder (fraud), or by the Cardholder alone/with the synergy of another person (friendly fraud) where it is intentionally claimed that the transaction was not carried out by him.
➽ Cancellation or non-provision of product/service
It must also be proven that:
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The customer has received the product/service indicatively with a tracking number, shipping tickets, transport receipts signed by the customer.
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If the dispute concerns a post-dated service (e.g. Ferry Ticket), the reason why the cancellation of the service is not provided by the Terms of Use should be obvious.
Important: In any case that the dispute concerns a product, the customer must have either; returned or stated that he intends to return the product to the merchant.
➽The product/service not being what was ordered is defective or the payment amount is not correct
You will need to provide the following**:**
- An accurate description of the Product/Service purchased by the customer, as well as the Terms of Use that he accepted; with links, images, and documents proving that he received/used the product/service for which he paid for.
Important: In any case that the dispute concerns a product, the customer must have either; returned or stated that he intends to return the product to the merchant.
➽Technical Instructions
For the Dispute Transactions process, you will need to complete the following steps below:
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The documents need to be submitted to the respective field of the disputed transaction, on time, and according to the instructions given in the email you receive for the respective disputed transaction.
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Documents, files, photos should be small in volume but legible, clear, and understandable, with a file name that describes the contents (e.g. Invoice).
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If possible, to organize better the information you provide, create a unique file that will contain pasted documents and images, as well as the necessary text descriptions.
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Descriptions and texts should be preferably in English, as they are the official language for submitting Cases to International Card Schemes.