You cannot avoid chargebacks completely, but you can reduce the risk. These suggestions can improve your process for future transactions, but it is not an exhaustive list of risk management options.
- Read and understand your Merchant Agreement.
- Implement a process to check transaction details before or after you process a transaction.
- Provide complete descriptions of your goods and services.
- Include a detailed return/refund policy.
- Display customer service contact information including email, phone number, and mailing address.
- Indicate the country your company is located.
- Show processing currency at the time of payment.
- Provide details on any known export restrictions.
- Issue a full delivery policy to customers.
- Retain documented evidence of delivery, with a description of goods/services for a minimum of 12 months.
- Avoid delivering goods to an address different from the card holder’s address.
- Obtain the card holder's signature at the time of delivery, and if you can, take an imprint of the card.
- Shoppers placing large orders without preference for size, colour, make, or model of goods/services.
- Unusually high transaction amounts.
- Existing shoppers who suddenly order a substantial volume of goods/services.
- Single customers that provide more than one card to cover an order or set of orders.
- Shoppers that order more than once in a given day.
- Multiple transaction attempts with a failure at the first attempt.
Suspicious of a transaction?
The authorization of a transaction does not guarantee payment—it only checks the availability of funds at the time of the transaction, and verifies the card was not reported lost or stolen. Authorization cannot validate the address given by the shopper.
You should make enquiries if you think the transaction is suspicious. Try contacting the cardholder by telephone to clarify the order. If you still have doubts, the Bambora support team may be able to assist you or point you in the right direction for further enquiries. Before you call, have this information ready:
- Your Merchant ID and the transaction date.
- Note whether the transaction was already processed through Bambora.
- Details about why you think the transaction is suspicious.
Bambora's support team will attempt to trace the transaction for you. Our security measures are designed to assist you in reducing the chance of a chargeback, but does not guarantee that one does not occur.
Trace requests should be considered a last option for merchants that are suspicious about a transaction. Merchants should implement their own risk management procedures to minimize the number of questionable transactions that come through their account.
For assistance, send a message to the Bambora Customer Experience Team or
call 1-833-BAMBORA (226-2672)