Managing chargebacks has always been a challenge for merchants because it’s not an easy task. To effectively deal with chargebacks, you need to keep records, track every transaction, analyze data, and use various tools. Among all the tasks involved in processing chargebacks is the representation process, where sellers litigate disputes to reclaim their chargeback costs.
Perhaps every seller understands that effectively fighting chargebacks is a great opportunity to reduce costs, especially if their area of the business is susceptible to buyer fraud. Along with this, many sellers have a negative experience with representation and a low percentage of positive results. Statistically, the effectiveness of representation is usually up to 75%, but not all sellers can achieve this result. To improve performance, we have prepared some basic tips sellers can use for their business.
What Is a Chargeback Reversal?
Chargeback canceling or chargeback reversal is a process whereby the issuing bank cancels the chargeback and refunds the seller after reviewing the evidence. At the chargeback application stage, the bank questions the buyer to gather as much information as possible about the reasons and make an honest credit card dispute resolution. It then decides whether to accept or reject the chargeback.
After the sellers receive notice of the dispute, they should check their records, transactions, and any information about the order. If he finds that the chargeback is illegal, they must fight it with representation.
In the process, the seller collects information, including receipts, delivery records, communication with the buyer, and so on, to give the data to the issuing bank. The bank reviews the information and decides whether to keep or cancel the chargeback. Not many people know that even if the chargeback has been canceled, the seller is still responsible for paying the fee. Here are some important tips on how to cancel chargebacks effectively.
Always Analyze the Reason for Chargebacks
It is always important to understand the reason why the consumer has filed a chargeback. The easiest way to do this is by using a chargeback reason code. This code is found in the message the bank uses to notify the merchant of the chargeback. Keep in mind, however, that the reason code shows what the cardholder has specified to the issuing bank, and this reason may not be the real one.
To find the real reason, you can find the transaction in your CRM and see if you made any special notes at the time of purchase. You should also examine emails and other communication options to see if the customer tried to contact you and resolve the issue before contacting the bank. It’s also important to carefully check all transactions, delivery dates, the correctness of the address given, and other details about the order.
Be proactive and call the customer. Ask them the reason for their dissatisfaction and the reason for complaining to the bank. Although it is too late to prevent a chargeback with a refund, you may be able to identify problems with the products or your company.
Keep Excellent Transaction Documentation
During the representation process, it is important to show the bank that you behaved correctly in all dealings with the customer and completely fulfilled all of your obligations. The acquiring bank will require proof from you, as well as a detailed explanation of what happened during the transaction, whether there was communication with the customer, and what steps were taken to prevent the problem.
In order to easily satisfy any bank request, you must have detailed records and other evidence. This involves careful documentation of the transaction and any order-related processes.
Make Sure Your Representment Evidence Is Compelling
Compelling evidence of your case is the key to your success in representing a chargeback. You should have all receipts for payment. If the customer has made a complaint to you, it is important to attach it as evidence along with your reasoned response to it. The representation should also include any original documentation, such as an invoice, warranty, and proof of delivery.
If you communicate with the customer over the phone, it is important to make a record of the conversation. If you come to an agreement with the customer, it is also important to record this for future representation to the bank.
Hire Chargeback Management Professionals
If you want to maximize your credit card dispute resolution, it’s best to engage a team of professionals to do so. Chargebackhit is a chargeback management company that will help you win chargeback disputes and save you time for business development.
A good chargeback management company has a lot of experience and a lot of analyzed chargeback data. This allows them to file submissions on a case-by-case basis, which greatly increases the win rate. A profitable partnership with a chargeback management service can help recover lost revenue and preserve the reputation of your business.
