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INTRODUCTION
CHARGEBACK MANAGEMENT - A JOINT EFFORT
As a business you do all you can to ensure customer satisfaction with your product or service. All
sales transactions are submitted accurately and refund transactions are processed in a timely
fashion. You take measures to avoid fraudulent transactions by using address verification, card
security codes and employing a well-educated and aware customer service staff. Even with all your
efforts, your customers may question items on their billing statement and this may result in a
retrieval request or chargeback being sent to Merchant Services.
We take an active role in working with you to minimize the number of chargebacks and the effect
on your company’s bottom line. Efficient and successful recovery of monies for chargeback
transactions involves careful attention to paperwork, prompt action, communication with your
Chargeback Analyst, and in some instances, your customer.
Card companies and debit networks provide rules and regulations for retrieval and chargeback
processing which define the number of times and the reasons a transaction may be charged back
and/ or represented. The rules specify certain time frames within which retrieval request and
chargeback processing may take place. In the event a dispute cannot be resolved through normal
retrieval and chargeback processing channels, alternative processes may be available. In certain
situations Pre-Arbitration, Arbitration, Good Faith Collection and Pre-Compliance efforts can be
made.
This user guide provides detailed information to help you successfully work your retrievals and
chargebacks using the channels established and regulated by the card companies and debit
networks.
CHARGEBACK MANAGEMENT SYSTEM FOR ONLINE PROCESSING
OVERVIEW
The online chargeback management system within Paymentech Online streamlines retrieval
requests and chargebacks through a user-friendly interface that supports:
• Electronic capture, storage and exchange of retrieval and chargeback related documents between
Merchant Services, Clients and endpoints such as VISA
®
and MasterCard
®
and other Card-Issuers
• Online case management allowing Clients and Merchant Services Analysts to view retrieval and
chargeback activity, conduct research, and make decisions necessary for resolution
• Decreasing timeframes for dispute resolution
• Reduction in mailing and handling costs
The online chargeback management system is an interactive web-based tool available through
Paymentech Online as an accompaniment to the Report Center and Transaction History Applications.