Fraud
The cardholder did not authorize the purchase, the card was lost or stolen, or the charge was not recognized.
You will need to prove that the cardholder was involved in this transaction. The best option is to be as honest as possible. You may have taken a fraudulent payment and not have even known. Take care that your evidence displays any action your office takes to ensure you do not take stolen funds.
Focus on proving the cardholder either benefited from the goods or services you provided or agreed to pay for them on behalf of someone who did. Provide:
- Customer Signature
- Service Documentation
- Customer Communication
- Shipping Documentation
- Terms Disclosure
Product Unacceptable
This means the goods or services received were not as expected or advertised, goods arrived broken/damaged/unusable, the product broke or ceased to function shortly after purchase, services were not completed in a timely manner, service results were not as expected/caused damage, or action taken by the merchant resulted in personal damage.
You will need to prove additional points for this dispute. In this type of dispute, the cardholder has already admitted they received a good or service from your office. You should still provide proof of this but it should not be your main focus. You will need to prove that you delivered your goods or services as advertised. From there, your focus will depend on your product.
Goods: You will need to prove that your goods were delivered in good condition and that you're not liable for any damages or defects in the product.
Services: You will need to prove the provided service was completed correctly and that any risk of negative outcomes was clearly explained and agreed to prior to any service rendered or payment taken. Additionally, you will need to prove the cardholder was aware of and agreed to any physical damage or alteration the service will incur prior to any service rendered or payment taken.
Focus on proving that the goods and services provided were exactly as they should have been through:
- Service Documentation
- Shipping Documentation
- Customer Communication
- Terms Disclosure
Product not Received
The cardholder claims they did not receive the product or service.
You will need to prove that you provided the service and good to the cardholder or explain why it has not yet been received or completed.
Focus on proving your office provided the goods or services through:
- Customer Signature
- Service Documentation
- Customer Communication
- Shipping Documentation
Duplicate
The cardholder claims they were charged multiple times for the same product or service.
You will need to prove that each transaction was unique and the cardholder was aware that they would be charged multiple times or you will need to prove you only made one charge. Keep in mind it is very unlikely that the bank would allow this kind of dispute without another charge for the same or similar amount that appeared to come from the same place.
Focus on what the charges from your office are for and that the cardholder was aware of and approved them through:
- Duplicate Charge Documentations
- Service Documentation
- Customer Signature
- Shipping Documentation
Credit not Processed
The cardholder claims you have not yet refunded their return or cancellation.
You will need to prove that you Informed the cardholder of your refund and cancellation policy before providing goods or service and that the cardholder did not follow it or you will need to prove you have already provided a refund.
Focus on your refund and cancelation policy and the reasons behind it through:
- Refund and Cancellation Policy
- Customer Signature
- Terms Disclosure
- Service Documentation
- Customer Communication