How to win a chargeback dispute
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Hey, it’s Patrick!
In our previous video, we talked about chargebacks and the chargeback representment process. We learned these chargebacks are a great form of protection for the customers, but sometimes they’re abused. This is why merchants need to learn how to win disputes or chargebacks. So, today we’re gonna be talking just about that.
What do you need as a merchant to win a dispute? Well, of course, you need to provide as much evidence as possible, and you need to organize that evidence in a way that’s structured and very easy to follow. What’s more, evidence should be submitted as one document, preferably a PDF to the acquirer. We know it’s complicated, it takes a lot of time, and you don’t know what to do, but at SecurionPay, we’ve created a fast and easy solution for merchants with our chargeback representment form. It’s great, it’s easy, and it structures everything in a nice way that’s sent on to the acquirer for you.
Here’s a list of some general documents that you usually put in the dispute form. It includes the product description and the URL, as well as any links associated with that product, the customer’s name, the IP, signatures, billing addresses, receipts (scanned or print screens). Also, communication that you’ve had with the customer — this could include emails, chats, audio recordings, etc., and any other relevant information that you deem necessary.
If we’re getting into more details for physical products: shipping address, the date of delivery, any shipping documents that you have, as well as signatures that prove that the product was actually delivered and received, tracking numbers and the information about the carrier, such as FedEx or DHL.
For offline services, of course, the date of the service contracts or any other documents. For digital products, you basically need to prove that the customer actually used your product, so server logs, download history, etc.
What the data also shows is that, with our dispute form, there’s a 25% more likely chance of you winning disputes and chargebacks versus old traditional ways of communicating, emails, etc.
That’s it for today! You know how to win those chargebacks, so go, win them!
P.S. Check out our website, leave us some comments and enjoy the rest of your day!