Vendor’s usually contact the Dispute Department after receiving a chargeback with many questions. Which is good, but the best defense is to have a great offense. There are a few simple things that each vendor can do to lower the amount of chargebacks they receive.
The first, and probably the most important, is good customer service. Reply to customers contacting you directly or contacting 2Checkout.com and provide assistance to those customers. If the specific issue that a customer is having can’t be resolved offer the customer a partial or full refund of their order. Take advantage of our Customer Care Center by posting our contact information on your website.
The second thing that vendors can do to decrease disputes is to confirm that the customer received the order and that they were satisfied with the product/service they received. This can be done several different ways and depends on the type of product being sold. For tangible goods get tracking numbers on shipments, send those tracking numbers to the customer, and after the order is delivered contact the customer with a short email asking them to confirm that they received the item and that they are satisfied with the product. For intangible items such as software, memberships, and hosting service send the customer an email asking that they let you know how the product is working or asking if they have any questions about accessing the service.
It is also important that vendors review their incoming orders. Conduct your own fraud review and contact our fraud department at fraud@2CO.com if anything looks suspicious. The fraud department can review the order or contact the customer for further verification if needed. Also, watch for multiple orders placed with the same customer information within a short period of time. Simply canceling duplicate orders that are placed mistakenly will lessen disputes.
For more helpful hints about lowering chargebacks please review the article, How can I help to reduce the number of customer disputes?, in our knowledge base.
As everyone knows, nothing has 100% guarantee and a chargeback could still occur. For each chargeback that 2Checkout.com receives the credit card provider charges a fee. Some of these fees are passed on to you. If a chargeback does occur and you would like to challenge it, please contact our Dispute Department for assistance. When contacting our Dispute Department please provide all documentation that you have regarding the chargeback. The Dispute Department will review the information and notify you if the documentation is sufficient enough to challenge the dispute. If the documentation is nonsufficient, we will explain why in hopes of making you better prepared to challenge any other chagebacks.
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I would like to know why a charge back to my account was registered by 2CO as a Refund:$6262.37? I feel this is a dishonest way of accounting for a charge back because when I look at my account totals and e-check payments to me I do not see any charges for a charge back.
If I would have never checked back up on this sale I would never have noticed that it was considered a refund by 2CO. Only until we started doing the company books for the year did we notice that we were missing money out of our 2C0 payments. You could imagine my surprise when I found this dishonest accounting on 2CO’s part.
I encourage 2CO to contact me to explain why 2CO has registered Sale # 3993720660 as a refund when it was first explained to me as a charge back, mind you I paid $15 dollars for a charge back service so Im 100% positive this is a charge back issue and not refund. I never clicked refund on this sale so there is no way it should be considered charge back.
In conclusion, just because the accounting total on 2CO says you have not paid charge backs you cannot trust that accounting because it seems they account for charge backs as refunds which are much less conspicuous.
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When you are viewing the payments section of your account you will see the fee associated with the chargeback in the “Chrgbck” column. If you click on the total in this column you will see a detailed report of each sale that was assessed a fee due to a chargeback. On the payments screen the chargeback amount is removed from the payment as part of the refund column total.
When you view a disputed sale that experienced a chargeback you will see a line item refund on that sale with the text “chargeback”.
If you wish to see what sales were refunded, and what sales had a chargeback, I recommend you download a CSV file of your sales and review this file in any spreadsheet program. This report will show you columns for a sale being refunded and show you a different column for a sale that experienced a chargeback which will allow you to differentiate between the two.
For instructions on how to download this report please review this article.
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rhdjapan,
There are fraud-related chargebacks and non-fraud chargebacks.
2CO, in our Supplier Agreement, reclassifies chargebacks as “bank-assisted disputes.” There is a reason for this.
If we identify an order as “good” it has passed our fraud review process. If it is subsequently submitted as a chargeback to 2CO we handle it as a refund from the vendor’s perspective. Why? Because while there is little we can do about the refund portion we don’t believe you should be subjected to an additional fee or penalty in association with that order.
If, however, the dispute is for a non-fraud reason (i.e. product not delivered, not as advertised, etc) that is outside of the fraud protection scope that we provide and you will see an additional fee associated with the refunded amount.
A chargeback really is a forced refund from the issuing bank’s perspective.
I’d suggest setting up a call with our Fraud Department for a more in-depth discussion or a thorough review of the knowledgebase to get an understanding of how your account has been affected by disputes during your time with 2CO.
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It sucks when you provide great customer service and the customer still bypasses you and goes directly to their cc issuer. Maybe these customers had a bad experience in the past and feel that avoiding you will avoid conflict. Regardless, no matter how hard I try to reduce chargebacks they do happen.