If Merchants wish to dispute a chargeback, Merchants will need to provide certain information and evidence depending on the case. Below are the two most common reasons for chargebacks and the information Merchants need to provide in each case:

1. The Customer (buyer) didn’t receive the item

Merchants must provide this set of documents:

• A Tracking Number or Delivery Receipt as provided by Delivery Firms/ Organizations.
• The Invoice and the Receipt that your company prepares to offer the Customer.
• Proofs of documents that prove your company has fulfilled providing services to this Customer. (The Screenshot Original Email confirmation that customer has received products/services from customer end)
  • Any communication from the buyer, such as emails or positive feedback
  • Any contracts signed or information on the sent item
  • The date that the item was sent and the address it was sent to
  • For intangible items or subscriptions – any information regarding the item or service
• Front Card, Back card (hidden 8 middle number and CVV of Client’s Card)
• Passport Copy of Customer

In these and all other chargeback cases, the more relevant information Merchants can provide, the better Merchant’s chance of reversing the chargeback.

2. Unauthorized use of credit card

Merchants should provide:

• Tracking number for the delivery of the item
• The Invoice and the Receipt that your company prepares to offer the Customer.
• Proofs of documents that prove your company has fulfilled providing services to this Client. (The Screenshot Original Email confirmation that customer has received products/services from customer end):
  • Any communication from the buyer, such as emails or positive feedback.
  • Any contracts signed or information on the sent item
  • The date that the item was sent and the address it was sent to
  • For intangible items or subscriptions – any information regarding the item or service

Tips to help avoid chargebacks

• Track Merchants delivery: Always use a postal method that provides online tracking and proof of delivery, which Merchants can send to the buyer as soon as Merchants have a tracking number
• Be accurate: Describe items in as much detail as possible, so buyers know exactly what to expect and cannot claim that an item is significantly not as described.
• Know Merchant’s customer: Ask for more information such as their full name and address, get in touch with them and review feedback (if available)
• On time delivery: Always post Merchants. items in a timely manner – where possible, Merchants should aim to dispatch Merchants’ items within seven days of receiving payment
• Be transparent: Make sure that Customers (buyers) know about Merchants returns policy
• Be responsive: Don’t let buyers feel that their problems are unresolved
• Post carefully: Avoid posting the address that is different to the one provided by Octalas
• High-risk countries: We advise extra caution when posting to Macedonia, Lebanon, Ukraine, Lithuania, Nigeria, Romania, Pakistan, Bulgaria, and Indonesia.
• Check ID: If a buyer collects an item in person, ask them to bring along proof of identity. If another person is collecting the item, they should also bring proof of identity and a signed note from the buyer authorizing them to collect on their behalf. Note: Payments received in person are not covered under the Seller Protection policy.
• Collect full Verification Documents for Transaction: It’s not only mandatory managing activities but also self-defending activities performed by Merchants, which is necessary to hedge off the risk of Chargeback.
• Co-operation: Octalas’s Merchant Support team and Risk Management team provide 24/7 solutions together with business advice to hedge off Chargeback Risk. The customer (buyer) is advised to refer and follow these instructions.