{"id":24252,"date":"2021-02-15T07:36:00","date_gmt":"2021-02-15T14:36:00","guid":{"rendered":"https:\/\/memberpress.com\/?p=24252"},"modified":"2024-11-25T18:35:00","modified_gmt":"2024-11-25T23:35:00","slug":"chargeback-and-dispute-resolution","status":"publish","type":"post","link":"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/","title":{"rendered":"The Best Way to Handle Chargeback and Dispute Resolution"},"content":{"rendered":"\n<p>As a business, you want to keep your customers happy. This can make the prospect of chargeback and dispute resolution particularly disheartening. If you\u2019ve just received your first, then you may be unsure what to do next.<\/p><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_81 ez-toc-wrap-center counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<label for=\"ez-toc-cssicon-toggle-item-69b2ccc132c73\" class=\"ez-toc-cssicon-toggle-label\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">WHAT'S INSIDE<\/p>\n<span class=\"ez-toc-cssicon\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #000000;color:#000000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #000000;color:#000000\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69b2ccc132c73\"  \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/#Understanding_Membership_Chargebacks_and_Why_They_Occur\" >Understanding Membership Chargebacks and Why They Occur<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/#How_You_Should_Handle_Chargeback_and_Dispute_Resolution_4_Key_Steps\" >How You Should Handle Chargeback and Dispute Resolution (4 Key Steps)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/#Step_1_Do_Your_Research\" >Step 1 Do Your Research\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/#Step_2_Contact_the_Customer\" >Step 2 Contact the Customer<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/#Step_3_Respond_to_the_Dispute\" >Step 3 Respond to the Dispute<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/#Step_4_Be_Patient_and_Accept_the_Outcome_of_the_Dispute\" >Step 4 Be Patient and Accept the Outcome of the Dispute<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/memberpress.com\/de\/blog\/chargeback-and-dispute-resolution\/#Conclusion\" >Conclusion\u00a0<\/a><\/li><\/ul><\/nav><\/div>\n\n\n\n\n<p>Payment disputes aren\u2019t a pleasant experience for any business owner. Fortunately, there are ways to manage these disagreements and resolve them as quickly as possible, hopefully while retaining your customers.\u00a0<\/p>\n\n\n\n<p>In this post, we\u2019ll look at what chargebacks are and why they happen. We\u2019ll then share a four-step plan for resolving payment disputes, so you can move onto more positive matters. Let's get started!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Understanding_Membership_Chargebacks_and_Why_They_Occur\"><\/span>Understanding Membership Chargebacks and Why They Occur<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>A chargeback or payment dispute occurs when a customer contacts their bank and requests a refund for a transaction made on their card. <a href=\"https:\/\/memberpress.com\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Your payment gateway<\/a> or merchant will then notify you about the issue. If you believe the chargeback is invalid, you\u2019ll have a period of time to refute the claim.\u00a0<\/p>\n\n\n\n<p>If the customer wins the dispute, then the value of the transaction will be deducted from your account and returned to them. You may also have to pay a fee to your merchant or payment gateway.<\/p>\n\n\n\n<p>There are many reasons why a customer may initiate a payment dispute. They have the <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">legal right<\/a> to request a chargeback when the product or service isn't as described, or in the event of fraud. For example, someone may hack into a customer's PayPal account and purchase a product without the account holder's consent.<\/p>\n\n\n\n<p>These are legitimate reasons to request a chargeback. However, in this article, we\u2019ll focus on their misuse. Even if you offer a <a href=\"https:\/\/memberpress.com\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">refund policy<\/a>, some unscrupulous customers may initiate a payment dispute if they\u2019re unhappy with your product or service.<\/p>\n\n\n\n<p>Other customers may resort to lying about payment fraud. You may even encounter the occasional shopper who receives their products or services as promised but doesn\u2019t want to pay.\u00a0<\/p>\n\n\n\n<p>Illegitimate chargebacks, sometimes referred to as \u201cfriendly fraud\u201d, are on the rise. According to a report by <a href=\"https:\/\/risk.lexisnexis.com\/insights-resources\/research\/2019-true-cost-of-fraud-study-e-commerce-retail-edition\" target=\"_blank\" rel=\"noreferrer noopener\">legal research specialists at LexisNexis<\/a>, the average number of fraudulent attempts to dispute payments per month has risen by 128 percent since 2018. The same report found that up to 43 percent of fraud losses can be attributed to friendly fraud.\u00a0<\/p>\n\n\n\n<p>Simply being unhappy with their customer experience doesn\u2019t give someone the legal right to initiate a Mastercard or <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Visa chargeback<\/a> with their bank. If you suspect a customer is making an illegitimate claim, then you have the right to dispute it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_You_Should_Handle_Chargeback_and_Dispute_Resolution_4_Key_Steps\"><\/span>How You Should Handle Chargeback and Dispute Resolution (4 Key Steps)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Unfortunately, chargebacks are part of running a successful business. With this in mind, here is our four-step plan for resolving payment disputes as painlessly as possible.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1: Do Your Research\u00a0<\/h3>\n\n\n\n<p>The first step is gathering as much information about the disputed transaction as possible. In particular, you should look for evidence that the customer received their product or accessed the purchased service.\u00a0<\/p>\n\n\n\n<p>For physical products, this might involve checking the delivery tracking ID. For virtual products and services, this step can be more complex.<\/p>\n\n\n\n<p>If you\u2019re using any tracking or analytics software, you can look for evidence of engagement. This might involve proof that the customer has visited your website, logged into their account, or opened emails sent to their address. <\/p>\n\n\n\n<p>If you can prove that the customer opened their <em>account activation <\/em>email, then this is valuable evidence that they received access to your site as promised.<\/p>\n\n\n\n<p>You can also check any software that you use to create or deliver your digital goods. For example, <a href=\"https:\/\/memberpress.com\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> records every membership transaction automatically:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"2698\" height=\"1284\" src=\"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png\" alt=\"The MemberPress dashboard transactions screen.\" class=\"wp-image-24253\" srcset=\"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png 2698w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-300x143.png 300w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-1024x487.png 1024w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-768x365.png 768w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-1536x731.png 1536w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-2048x975.png 2048w\" sizes=\"(max-width: 2698px) 100vw, 2698px\" \/><\/figure>\n<\/div>\n\n\n<p>You can view detailed information about each transaction by navigating to <em>MemberPress > Transactions<\/em>. This includes the transaction ID, date and time, and the user(s) involved.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_2_Contact_the_Customer\"><\/span>Step 2: Contact the Customer<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Your research may indicate that the customer is a victim of fraud. In this scenario, it\u2019s best to accept the dispute. While it\u2019s frustrating to lose out on a sale <em>and<\/em> incur additional merchant-imposed feeds, it\u2019s not worth risking the bad publicity.\u00a0<\/p>\n\n\n\n<p>In the age of <a href=\"https:\/\/memberpress.com\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"How to Choose Which Social Media Platforms to Use\">social media<\/a> and <a href=\"https:\/\/memberpress.com\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Can User Reviews Really Help\/Hurt Your Online Business?\">third-party review sites<\/a>, a single disgruntled customer can inflict serious damage to your reputation. By dealing with <em>legitimate <\/em>payment disputes in an efficient, professional manner, you\u2019re presenting your business in a positive light. This may lead to actual sales in the future.<\/p>\n\n\n\n<p>However, let\u2019s assume that your research suggests this isn\u2019t a legitimate chargeback. In this case, it\u2019s usually worth contacting the customer directly. You can politely explain that you\u2019ve researched their transaction and believe you have ample evidence to disprove their claim.\u00a0<\/p>\n\n\n\n<p>For a customer who <em>knows<\/em> their claim is fraudulent, this may convince them to drop the dispute. Alternatively, they may respond in a way that casts doubt on their claim or even outright incriminates them. This can be valuable evidence to help strengthen your case.<\/p>\n\n\n\n<p>Regardless of how this interaction plays out, it\u2019s important to keep things polite and professional. Even if your correspondence doesn\u2019t seem particularly interesting, you should also keep careful records of all communications just in case.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_3_Respond_to_the_Dispute\"><\/span>Step 3: Respond to the Dispute<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Every merchant and payment gateway has their own procedures for responding to chargebacks. However, they\u2019ll typically ask you to write a statement that clearly describes the situation, and to provide supporting documents.\u00a0<\/p>\n\n\n\n<p>Wherever possible, you should include documentation that proves the customer received what they were promised. For physical products, this usually involves proof of postage and delivery. For digital products, this can include screenshots or PDFs.<\/p>\n\n\n\n<p>It\u2019s also a smart move to provide a copy of your refund policy, if offered. This can prove the customer had another way to recover their money if they were unhappy with the product or service.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_4_Be_Patient_and_Accept_the_Outcome_of_the_Dispute\"><\/span>Step 4: Be Patient and Accept the Outcome of the Dispute<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>After submitting your evidence, your payment gateway or merchant will put your case to the customer\u2019s bank. Unfortunately, there\u2019s no guarantee you\u2019ll win.\u00a0<\/p>\n\n\n\n<p>Even if you submit ample evidence, there are considerable consumer protection laws in place. If you lose the dispute, then it\u2019s best to return the buyer\u2019s funds and pay any additional fees promptly. <\/p>\n\n\n\n<p>This helps you avoid any further negative consequences, including the bad publicity associated with being branded a late payer. It also means you can close this unpleasant chapter and move onto more positive things.<\/p>\n\n\n\n<p>If the dispute involved any kind of membership or subscription service, then you may want to close the customer\u2019s account. MemberPress users can <a href=\"https:\/\/memberpress.com\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">revoke a customer\u2019s membership<\/a> at any time by navigating to <em>Membership > Members. <\/em>You can then find the member associated with the dispute and delete their account.<\/p>\n\n\n\n<p>Sometimes, you may want to preserve the customer\u2019s account for your records. In this scenario, you can simply change their login details. If you decide to do so, remember to change the associated email address, too. This ensures the customer cannot regain access to their account by resetting their <a href=\"https:\/\/memberpress.com\/go\/lastpass\" title=\"Last Pass Affiliate link\" class=\"pretty-link-keyword\"rel=\"nofollow \" target=\"_blank\">password<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion\u00a0<\/h2>\n\n\n\n<p>No one likes dealing with unhappy customers. However, as the old saying goes, you can\u2019t please all people, all the time. Some chargebacks and payment disputes are inevitable, and some may not even be your fault.\u00a0<\/p>\n\n\n\n<p>If you receive a dispute that you believe is illegitimate, our four-step plan can help you resolve it as quickly as possible:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Do your research.<\/li>\n\n\n\n<li>Contact the customer.<\/li>\n\n\n\n<li>Respond to the dispute.<\/li>\n\n\n\n<li>Be patient and accept the outcome.\u00a0<\/li>\n<\/ol>\n\n\n\n<p>Do you have any questions about how to handle chargeback and dispute resolution? Ask away in the comments section below!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As a business, you want to keep your customers happy. This can make the prospect of chargeback and dispute resolution particularly disheartening. If you\u2019ve just received your first, then you may be unsure what to do next. Payment disputes aren\u2019t a pleasant experience for any business owner. Fortunately, there are ways to manage these disagreements [\u2026]<\/p>\n","protected":false},"author":76756,"featured_media":24339,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"_strive_editorial_status":"not-started","_strive_copy_of":0,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","_FSMCFIC_featured_image_caption":"","_FSMCFIC_featured_image_nocaption":"","_FSMCFIC_featured_image_hide":"","_strive_checklists":"\"\"","_strive_active_checklist":"62291e2bb2422","_strive_post_notes":"","footnotes":""},"categories":[69,144],"tags":[587],"class_list":{"0":"post-24252","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-advice","8":"category-business","9":"tag-customer-retention","10":"entry"},"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 4.9.5.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"Payment disputes aren\u2019t a pleasant experience for anyone. 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This can make the prospect of chargeback and dispute resolution particularly disheartening. If you\u2019ve just received your first, then you may be unsure what to do next.<\/p>","content":[{"type":"text","data":"As a business, you want to keep your customers happy. This can make the prospect of chargeback and dispute resolution particularly disheartening. If you\u2019ve just received your first, then you may be unsure what to do next."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Payment disputes aren\u2019t a pleasant experience for any business owner. Fortunately, there are ways to manage these disagreements and resolve them as quickly as possible, hopefully while retaining your customers.&nbsp;<\/p>","content":[{"type":"text","data":"Payment disputes aren\u2019t a pleasant experience for any business owner. Fortunately, there are ways to manage these disagreements and resolve them as quickly as possible, hopefully while retaining your customers.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>In this post, we\u2019ll look at what chargebacks are and why they happen. We\u2019ll then share a four-step plan for resolving payment disputes, so you can move onto more positive matters. Let's get started!<\/p>","content":[{"type":"text","data":"In this post, we\u2019ll look at what chargebacks are and why they happen. We\u2019ll then share a four-step plan for resolving payment disputes, so you can move onto more positive matters. Let's get started!"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h2 class=\"wp-block-heading\">Understanding Membership Chargebacks and Why They Occur<\/h2>","content":"Understanding Membership Chargebacks and Why They Occur","data":[],"style":{"align":"left","parent_style":{},"header":"h2","fontSize":"27px"}},{"type":"core\/paragraph","render":"<p>A chargeback or payment dispute occurs when a customer contacts their bank and requests a refund for a transaction made on their card. <a href=\"https:\/\/memberpress.com\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Your payment gateway<\/a> or merchant will then notify you about the issue. If you believe the chargeback is invalid, you\u2019ll have a period of time to refute the claim.&nbsp;<\/p>","content":[{"type":"text","data":"A chargeback or payment dispute occurs when a customer contacts their bank and requests a refund for a transaction made on their card. <a href=\"https:\/\/memberpress.com\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Your payment gateway<\/a> or merchant will then notify you about the issue. If you believe the chargeback is invalid, you\u2019ll have a period of time to refute the claim.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If the customer wins the dispute, then the value of the transaction will be deducted from your account and returned to them. You may also have to pay a fee to your merchant or payment gateway.<\/p>","content":[{"type":"text","data":"If the customer wins the dispute, then the value of the transaction will be deducted from your account and returned to them. You may also have to pay a fee to your merchant or payment gateway."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>There are many reasons why a customer may initiate a payment dispute. They have the <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">legal right<\/a> to request a chargeback when the product or service isn't as described, or in the event of fraud. For example, someone may hack into a customer's PayPal account and purchase a product without the account holder's consent.<\/p>","content":[{"type":"text","data":"There are many reasons why a customer may initiate a payment dispute. They have the <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">legal right<\/a> to request a chargeback when the product or service isn't as described, or in the event of fraud. For example, someone may hack into a customer's PayPal account and purchase a product without the account holder's consent."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>These are legitimate reasons to request a chargeback. However, in this article, we\u2019ll focus on their misuse. Even if you offer a <a href=\"https:\/\/memberpress.com\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">refund policy<\/a>, some unscrupulous customers may initiate a payment dispute if they\u2019re unhappy with your product or service.<\/p>","content":[{"type":"text","data":"These are legitimate reasons to request a chargeback. However, in this article, we\u2019ll focus on their misuse. Even if you offer a <a href=\"https:\/\/memberpress.com\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">refund policy<\/a>, some unscrupulous customers may initiate a payment dispute if they\u2019re unhappy with your product or service."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Other customers may resort to lying about payment fraud. You may even encounter the occasional shopper who receives their products or services as promised but doesn\u2019t want to pay.&nbsp;<\/p>","content":[{"type":"text","data":"Other customers may resort to lying about payment fraud. You may even encounter the occasional shopper who receives their products or services as promised but doesn\u2019t want to pay.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Illegitimate chargebacks, sometimes referred to as \"friendly fraud\", are on the rise. According to a report by <a href=\"https:\/\/risk.lexisnexis.com\/insights-resources\/research\/2019-true-cost-of-fraud-study-e-commerce-retail-edition\" target=\"_blank\" rel=\"noreferrer noopener\">legal research specialists at LexisNexis<\/a>, the average number of fraudulent attempts to dispute payments per month has risen by 128 percent since 2018. The same report found that up to 43 percent of fraud losses can be attributed to friendly fraud.&nbsp;<\/p>","content":[{"type":"text","data":"Illegitimate chargebacks, sometimes referred to as \"friendly fraud\", are on the rise. According to a report by <a href=\"https:\/\/risk.lexisnexis.com\/insights-resources\/research\/2019-true-cost-of-fraud-study-e-commerce-retail-edition\" target=\"_blank\" rel=\"noreferrer noopener\">legal research specialists at LexisNexis<\/a>, the average number of fraudulent attempts to dispute payments per month has risen by 128 percent since 2018. The same report found that up to 43 percent of fraud losses can be attributed to friendly fraud.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Simply being unhappy with their customer experience doesn\u2019t give someone the legal right to initiate a Mastercard or <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Visa chargeback<\/a> with their bank. If you suspect a customer is making an illegitimate claim, then you have the right to dispute it.<\/p>","content":[{"type":"text","data":"Simply being unhappy with their customer experience doesn\u2019t give someone the legal right to initiate a Mastercard or <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Visa chargeback<\/a> with their bank. If you suspect a customer is making an illegitimate claim, then you have the right to dispute it."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h2 class=\"wp-block-heading\">How You Should Handle Chargeback and Dispute Resolution (4 Key Steps)<\/h2>","content":"How You Should Handle Chargeback and Dispute Resolution (4 Key Steps)","data":[],"style":{"align":"left","parent_style":{},"header":"h2","fontSize":"27px"}},{"type":"core\/paragraph","render":"<p>Unfortunately, chargebacks are part of running a successful business. With this in mind, here is our four-step plan for resolving payment disputes as painlessly as possible.<\/p>","content":[{"type":"text","data":"Unfortunately, chargebacks are part of running a successful business. With this in mind, here is our four-step plan for resolving payment disputes as painlessly as possible."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 1: Do Your Research&nbsp;<\/h3>","content":"Step 1: Do Your Research&nbsp;","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>The first step is gathering as much information about the disputed transaction as possible. In particular, you should look for evidence that the customer received their product or accessed the purchased service.&nbsp;<\/p>","content":[{"type":"text","data":"The first step is gathering as much information about the disputed transaction as possible. In particular, you should look for evidence that the customer received their product or accessed the purchased service.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>For physical products, this might involve checking the delivery tracking ID. For virtual products and services, this step can be more complex.<\/p>","content":[{"type":"text","data":"For physical products, this might involve checking the delivery tracking ID. For virtual products and services, this step can be more complex."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If you\u2019re using any tracking or analytics software, you can look for evidence of engagement. This might involve proof that the customer has visited your website, logged into their account, or opened emails sent to their address. <\/p>","content":[{"type":"text","data":"If you\u2019re using any tracking or analytics software, you can look for evidence of engagement. This might involve proof that the customer has visited your website, logged into their account, or opened emails sent to their address. "}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If you can prove that the customer opened their <em>account activation <\/em>email, then this is valuable evidence that they received access to your site as promised.<\/p>","content":[{"type":"text","data":"If you can prove that the customer opened their <em>account activation <\/em>email, then this is valuable evidence that they received access to your site as promised."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>You can also check any software that you use to create or deliver your digital goods. For example, <a href=\"https:\/\/memberpress.com\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> records every membership transaction automatically:<\/p>","content":[{"type":"text","data":"You can also check any software that you use to create or deliver your digital goods. For example, <a href=\"https:\/\/memberpress.com\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> records every membership transaction automatically:"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/image","render":"<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img src=\"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png\" alt=\"The MemberPress dashboard transactions screen.\" class=\"wp-image-24253\"\/><\/figure>\n<\/div>","content":"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png","data":{"alt":"The MemberPress dashboard transactions screen.","src":"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png","align":"center"},"style":{"width":2698,"height":1284,"align":"center","parent_style":{},"sizeSlug":"full","alignSelf":"center"}},{"type":"core\/paragraph","render":"<p>You can view detailed information about each transaction by navigating to <em>MemberPress &gt; Transactions<\/em>. This includes the transaction ID, date and time, and the user(s) involved.&nbsp;<\/p>","content":[{"type":"text","data":"You can view detailed information about each transaction by navigating to <em>MemberPress &gt; Transactions<\/em>. This includes the transaction ID, date and time, and the user(s) involved.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 2: Contact the Customer<\/h3>","content":"Step 2: Contact the Customer","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>Your research may indicate that the customer is a victim of fraud. In this scenario, it\u2019s best to accept the dispute. While it\u2019s frustrating to lose out on a sale <em>and<\/em> incur additional merchant-imposed feeds, it\u2019s not worth risking the bad publicity.&nbsp;<\/p>","content":[{"type":"text","data":"Your research may indicate that the customer is a victim of fraud. In this scenario, it\u2019s best to accept the dispute. While it\u2019s frustrating to lose out on a sale <em>and<\/em> incur additional merchant-imposed feeds, it\u2019s not worth risking the bad publicity.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>In the age of <a href=\"https:\/\/memberpress.com\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"How to Choose Which Social Media Platforms to Use\">social media<\/a> and <a href=\"https:\/\/memberpress.com\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Can User Reviews Really Help\/Hurt Your Online Business?\">third-party review sites<\/a>, a single disgruntled customer can inflict serious damage to your reputation. By dealing with <em>legitimate <\/em>payment disputes in an efficient, professional manner, you\u2019re presenting your business in a positive light. This may lead to actual sales in the future.<\/p>","content":[{"type":"text","data":"In the age of <a href=\"https:\/\/memberpress.com\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"How to Choose Which Social Media Platforms to Use\">social media<\/a> and <a href=\"https:\/\/memberpress.com\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Can User Reviews Really Help\/Hurt Your Online Business?\">third-party review sites<\/a>, a single disgruntled customer can inflict serious damage to your reputation. By dealing with <em>legitimate <\/em>payment disputes in an efficient, professional manner, you\u2019re presenting your business in a positive light. This may lead to actual sales in the future."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>However, let\u2019s assume that your research suggests this isn\u2019t a legitimate chargeback. In this case, it\u2019s usually worth contacting the customer directly. You can politely explain that you\u2019ve researched their transaction and believe you have ample evidence to disprove their claim.&nbsp;<\/p>","content":[{"type":"text","data":"However, let\u2019s assume that your research suggests this isn\u2019t a legitimate chargeback. In this case, it\u2019s usually worth contacting the customer directly. You can politely explain that you\u2019ve researched their transaction and believe you have ample evidence to disprove their claim.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>For a customer who <em>knows<\/em> their claim is fraudulent, this may convince them to drop the dispute. Alternatively, they may respond in a way that casts doubt on their claim or even outright incriminates them. This can be valuable evidence to help strengthen your case.<\/p>","content":[{"type":"text","data":"For a customer who <em>knows<\/em> their claim is fraudulent, this may convince them to drop the dispute. Alternatively, they may respond in a way that casts doubt on their claim or even outright incriminates them. This can be valuable evidence to help strengthen your case."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Regardless of how this interaction plays out, it\u2019s important to keep things polite and professional. Even if your correspondence doesn\u2019t seem particularly interesting, you should also keep careful records of all communications just in case.<\/p>","content":[{"type":"text","data":"Regardless of how this interaction plays out, it\u2019s important to keep things polite and professional. Even if your correspondence doesn\u2019t seem particularly interesting, you should also keep careful records of all communications just in case."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 3: Respond to the Dispute<\/h3>","content":"Step 3: Respond to the Dispute","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>Every merchant and payment gateway has their own procedures for responding to chargebacks. However, they\u2019ll typically ask you to write a statement that clearly describes the situation, and to provide supporting documents.&nbsp;<\/p>","content":[{"type":"text","data":"Every merchant and payment gateway has their own procedures for responding to chargebacks. However, they\u2019ll typically ask you to write a statement that clearly describes the situation, and to provide supporting documents.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Wherever possible, you should include documentation that proves the customer received what they were promised. For physical products, this usually involves proof of postage and delivery. For digital products, this can include screenshots or PDFs.<\/p>","content":[{"type":"text","data":"Wherever possible, you should include documentation that proves the customer received what they were promised. For physical products, this usually involves proof of postage and delivery. For digital products, this can include screenshots or PDFs."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>It\u2019s also a smart move to provide a copy of your refund policy, if offered. This can prove the customer had another way to recover their money if they were unhappy with the product or service.<\/p>","content":[{"type":"text","data":"It\u2019s also a smart move to provide a copy of your refund policy, if offered. This can prove the customer had another way to recover their money if they were unhappy with the product or service."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 4: Be Patient and Accept the Outcome of the Dispute<\/h3>","content":"Step 4: Be Patient and Accept the Outcome of the Dispute","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>After submitting your evidence, your payment gateway or merchant will put your case to the customer\u2019s bank. Unfortunately, there\u2019s no guarantee you\u2019ll win.&nbsp;<\/p>","content":[{"type":"text","data":"After submitting your evidence, your payment gateway or merchant will put your case to the customer\u2019s bank. Unfortunately, there\u2019s no guarantee you\u2019ll win.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Even if you submit ample evidence, there are considerable consumer protection laws in place. If you lose the dispute, then it\u2019s best to return the buyer\u2019s funds and pay any additional fees promptly. <\/p>","content":[{"type":"text","data":"Even if you submit ample evidence, there are considerable consumer protection laws in place. If you lose the dispute, then it\u2019s best to return the buyer\u2019s funds and pay any additional fees promptly. "}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>This helps you avoid any further negative consequences, including the bad publicity associated with being branded a late payer. It also means you can close this unpleasant chapter and move onto more positive things.<\/p>","content":[{"type":"text","data":"This helps you avoid any further negative consequences, including the bad publicity associated with being branded a late payer. It also means you can close this unpleasant chapter and move onto more positive things."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If the dispute involved any kind of membership or subscription service, then you may want to close the customer\u2019s account. MemberPress users can <a href=\"https:\/\/memberpress.com\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">revoke a customer\u2019s membership<\/a> at any time by navigating to <em>Membership &gt; Members. <\/em>You can then find the member associated with the dispute and delete their account.<\/p>","content":[{"type":"text","data":"If the dispute involved any kind of membership or subscription service, then you may want to close the customer\u2019s account. MemberPress users can <a href=\"https:\/\/memberpress.com\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">revoke a customer\u2019s membership<\/a> at any time by navigating to <em>Membership &gt; Members. <\/em>You can then find the member associated with the dispute and delete their account."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Sometimes, you may want to preserve the customer\u2019s account for your records. In this scenario, you can simply change their login details. If you decide to do so, remember to change the associated email address, too. This ensures the customer cannot regain access to their account by resetting their password.<\/p>","content":[{"type":"text","data":"Sometimes, you may want to preserve the customer\u2019s account for your records. In this scenario, you can simply change their login details. If you decide to do so, remember to change the associated email address, too. This ensures the customer cannot regain access to their account by resetting their password."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h2 class=\"wp-block-heading\">Conclusion&nbsp;<\/h2>","content":"Conclusion&nbsp;","data":[],"style":{"align":"left","parent_style":{},"header":"h2","fontSize":"27px"}},{"type":"core\/paragraph","render":"<p>No one likes dealing with unhappy customers. However, as the old saying goes, you can\u2019t please all people, all the time. Some chargebacks and payment disputes are inevitable, and some may not even be your fault.&nbsp;<\/p>","content":[{"type":"text","data":"No one likes dealing with unhappy customers. However, as the old saying goes, you can\u2019t please all people, all the time. Some chargebacks and payment disputes are inevitable, and some may not even be your fault.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If you receive a dispute that you believe is illegitimate, our four-step plan can help you resolve it as quickly as possible:<\/p>","content":[{"type":"text","data":"If you receive a dispute that you believe is illegitimate, our four-step plan can help you resolve it as quickly as possible:"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/list","render":"<ol class=\"wp-block-list\">\n<li>Do your research.<\/li>\n\n\n\n<li>Contact the customer.<\/li>\n\n\n\n<li>Respond to the dispute.<\/li>\n\n\n\n<li>Be patient and accept the outcome.&nbsp;<\/li>\n<\/ol>","content":"<ol class=\"wp-block-list\">\n<li>Do your research.<\/li>\n\n\n\n<li>Contact the customer.<\/li>\n\n\n\n<li>Respond to the dispute.<\/li>\n\n\n\n<li>Be patient and accept the outcome.&nbsp;<\/li>\n<\/ol>","listItemData":[{"type":"core\/list-item","render":"<li>Do your research.<\/li>","content":"Do your research.","data":{"text":"Do your research."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Contact the customer.<\/li>","content":"Contact the customer.","data":{"text":"Contact the customer."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Respond to the dispute.<\/li>","content":"Respond to the dispute.","data":{"text":"Respond to the dispute."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Be patient and accept the outcome.&nbsp;<\/li>","content":"Be patient and accept the outcome.&nbsp;","data":{"text":"Be patient and accept the outcome.&nbsp;"},"style":{"parent_style":{}}}],"data":{"listType":"ordered"},"style":{"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Do you have any questions about how to handle chargeback and dispute resolution? Ask away in the comments section below!<\/p>","content":[{"type":"text","data":"Do you have any questions about how to handle chargeback and dispute resolution? Ask away in the comments section below!"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}}],"app_access":{"can_access":true,"restrict_message":null},"_links":{"self":[{"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/posts\/24252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/users\/76756"}],"replies":[{"embeddable":true,"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/comments?post=24252"}],"version-history":[{"count":2,"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/posts\/24252\/revisions"}],"predecessor-version":[{"id":69516,"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/posts\/24252\/revisions\/69516"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/media\/24339"}],"wp:attachment":[{"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/media?parent=24252"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/categories?post=24252"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/memberpress.com\/de\/wp-json\/wp\/v2\/tags?post=24252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}