What you should do if you receive a chargeback notification?
- Send all necessary documentation as outlined in the letter you received by the DUE DATE in the letter
- Follow up in 24 hours to ensure documentation was received
- For questions about an active or closed chargeback, contact Merlink at 866.637.5467
- Provide the case number on your letter
- Provide your Merchant Number (MID)
Common reasons for chargebacks
- Dissatisfied with merchandise or service
- Never received merchandise or service
- Return/exchange policies not clearly visible
- Unauthorized/fraudulent charges
- Recurring charge does not stop
- Unexpected currency conversion rates
- Transaction being re-entered with an invalid/expired authorization code
Tips to help reduce chargebacks
- Excellent customer service
- A customer-centric return policy
- Detailed, accurate and realistic product and service descriptions and expectations
- Employ best practices for card-present transactions (ask for ID and compare signatures)
- Employ best practices for card-not-present charges (require CVV/CID validation)
- Ensure devices are EMV ready – chip cards must be inserted in chip reading devices
To learn more about chargebacks, please refer to the below resources.