eCOMM Terminal User Guide - 19
Fraud & Chargeback Prevention Guide
reimbursed for the partial or full amount of the transaction at the merchant’s expense.
eCOMM is governed by scheme rules and regulations (i.e. Mastercard, Visa & American
Express) and these take precedence over any terms and conditions offered by eCOMM.
Common reasons for chargebacks
• Fraud enquiries – cardholder denies participating or authorising a transaction
• Cardholder disputes the sale for reasons such as failure to receive goods or services
• Cardholder disputes the sale for reasons of quality
• Cardholder does not recognise a transaction – it may be the clearing name on the
cardholder’s bank statement
All merchants accepting debit and credit card payments could at some point be liable
for chargebacks. A cardholder or card issuer has the right to question or dispute a
transaction. A chargeback can be received up to 120 days after the card transaction
was taken in the case of fraud. In the case of goods or services issues, a chargeback can
be raised up to 360 days from agreed date of delivery or the completion of a service.
The best practice for all goods and services issues is to try to resolve them with the
cardholder before it gets to the point of a chargeback.
Should you receive a chargeback, the amount will be deducted from your next
settlement(s).
Refunds
• You may not issue a refund to a card that has not previously been used at that
terminal. Transactions of this nature if discovered will be destroyed. You can verify what
card was used previously by checking the last 4 digits of the card number on the receipt
that the terminal originally issued. Your customer must produce this receipt to verify
they have the same card.
• The amount of the refund being issued to a card should always be equal to or less than
the original sale. Higher amounts processed will be destroyed.
• You should never use your terminal to refund yourself, suppliers, friends, family
members, staff or any other unapproved person as a form of payment. Transactions of
this nature, when discovered, will be destroyed.
Customer Support
Please contact our Customer Support Team with any queries on fraud or chargebacks.
T: +353 (0)46 901 1288 (EU) or +44 (0)20 7183 5253 (UK) E: [email protected]
i
The above is a general guide rather than a comprehensive treatment
and does not constitute legal advice.
