Need a hand?

You can help reduce the chance of chargebacks by following the guidelines below.

Customers often raise chargebacks because there's a discrepancy between the goods or services they paid for and what they received. To reduce the chance of this happening:

• Give detailed descriptions of products or services and always use accurate images
• Be clear about terms and conditions, shipping and returns policies, and privacy policies
• Give customers regular order status updates
• Make sure the information you provide to customers is clear and matches your trading name, so the customer can recognise your details on their statements

All paperwork and communications relating to a sale can be used as evidence in a chargeback. Make sure you keep everything, including invoices, shipping documents, proof of delivery, and any emails or messages between you and your customers.

Customers are more likely to raise a chargeback if they can't get in touch with your company or if no one replies to them. Being clear about how people can contact you and responding quickly can help reduce the number of chargebacks raised against you.

People can raise chargebacks with you if their card has been stolen or cloned and subsequently used to buy something from your business. It's a good idea to check if the country where the card was issued matches the delivery address.

If these countries are different, there's a higher chance the customer is using a stolen card. You can also check Google Maps to see if delivery addresses are valid.

Pay attention to unusual transaction patterns. This could be multiple transactions in a row from the same customer or orders from countries you don't usually sell to. If you spot anything out of the ordinary, review it further before fulfilling the order.