Not as Described or Defective Merchandise/Services

Provide specific information to refute the cardholder’s claims. This can include invoice, contract, etc. Clearly address each point and complaint that the cardholder has made, and be aware that you may need a neutral third-party opinion in some cases. If the customer claims to have returned the merchandise, advise that you have not received the return yet, or show proof the cardholder agreed to a repair or replacement. 1. The merchandise or service was as described - provide specific information to refute the cardholder’s claims, such as a signed invoice or contract. 2. Goods were allegedly returned, but have not been received, or services were allegedly cancelled but no cancellation order has been received or requested - first, carefully re-check your records to ensure that the cardholder's claim is false. Then show there is no evidence that the cardholder tried to make a return or cancel services. 3. The merchandise has already been replaced or repaired - provide evidence of the following: a)The cardholder agreed to the repair/replacement; b) The repair or replacement was received by the cardholder; and c) The repair or replacement was not disputed after delivery. 4. You have already processed a reversal, or issued a credit for the transaction - provide documentation of the credit reversal, including the amount of the credit and the date it was processed. 5. The cardholder no longer disputes the transaction - provide a signed letter or statement from the cardholder which affirms they no longer dispute the transaction.

- Double check orders to ensure the correct item is shipped - Package items carefully to avoid damage during shipping - Provide honest, detailed product descriptions - Accept returns from cardholders and issue credit promptly - Never sell counterfeit products 1. Using Accurate Product Descriptions (When listing or advertising products, take clear and honest product photos. Provide product specifications (e.g. size, weight, color), and include disclaimers like “refurbished” or “used” for goods that aren’t new.) 2. Improving Order Accuracy (Inspect orders for completeness and accuracy before shipping to ensure nothing is missing or duplicated. Document the condition of the goods, and package them well to minimize the risk of damage in transit.) 3. Providing Excellent Customer Service (Resolve customer complaints promptly and thoroughly, and give cardholders the benefit of the doubt. To prevent chargebacks, it may be wise to provide preemptive refunds, even if the customer is potentially in the wrong.)