US Bankcard Services (3/3)

9 Cardholder Disputes Quality of Merchandise/Service It is difficult to dispute customers who challenge the quality of your merchandise or service. Such disputes can result in the following chargebacks: Merchandise/Service not as described Cardholder dispute - not elsewhere classified Defective merchandise To avoid such chargebacks, make sure your customers are aware of your return policy at the time of purchase. Display the policy at the point of sale and print it on the sales slip in close proximity to the signature line. Maintain your return policy with consistency. If a customer disputes a transaction, try to resolve the issue directly with the customer and document your efforts to satisfy the customer. Always keep accurate records of each transaction; you may need to provide documentation in your response to any customer’s dispute. Ensure proper packaging of shipped goods. Make sure the goods are suitable for the purpose for which they were sold. Make sure your customer has a clear understanding of how to return the merchandise. 10 Account Numbers Don’t Match Make sure the embossed card number and displayed account number match after swiping the card. Print the full account number on all phone and mail orders. Ask phone customers to read back the card number to ensure accuracy. Non-matching transactions can result in the following chargebacks. Account number not on file Non-matching account number This is only an informational provisions guide. The use of this guide is voluntary. U.S. Bankcard Services, Inc. will not be responsible for any and all claims, liabilities, losses, damages, costs and expenses (including, without limitations , all reasonable attorneys’ fees) associated with the use of this guide. Merchants should consult their respective processing center for specific guidance. This article is provided by US Bankcard Services, Inc and is for reference only. Please contact our service hot line if you have any comments, suggestions, or would like to receive further information. Phone number: 1-888-468-1155.