2Checkout.com strives to provide vendors with detailed stat tracking to assist in monitoring the financial history of their accounts.

A key aspect of this information is active tracking of refund and bank dispute amounts and percentages. These percentages play a key role in 2Checkout account evaluations, as well as determining the level of the rolling reserve that is applied to accounts.

2Checkout maintains the following criteria for acceptable refund and bank dispute percentages:

• Refund amounts should not exceed our acceptable limit of 10%.
• Bank Assisted dispute levels should not exceed our acceptable limit of 1%.

Percentages above these levels may lead to reserve increases, and can be detrimental to the overall profitability of your company.

Refunds and Bank Assisted Disputes that are deemed fraud related are weighted differently than those issued for service related issues, yet these stats should be monitored as well.

2Checkout encourages all vendors stay current on their account statistics and are proactive in using these tools to ensure the overall health and good standing of their accounts.

2CO strongly encourages you to take advantage of our Customer Care team. A link to our ticket system or our toll-free 800 number can be posted on your website. As you are notified as to any inquiry or dispute that is brought to our attention this essentially provides you with a multi-level customer service department that is available seven days a week.

2CO requires all suppliers to clearly and concisely post the terms under which a product can be returned for full credit or a recurring billing cycle can be terminated.

The policy should be clearly posted, easy-to-understand and provided to our Customer Care team for posting on your account. Only by requesting that the policy terms be included in our internal administration system can we be assured of notifying any customers as to terms that may be specific to a product or service supplied to us.

In most instances you will be notified as to any inquiry or complaint associated with the product you are supplying. If, however, 2CO determines that a failure to quickly cancel or refund a transaction would result in more harmful and costly chargeback procedures than it is likely that a refund or cancellation with be immediately transacted.

In all instances you should arrange to obtain signature confirmation when shipping tangible products. Chargeback disputes will not be entered into without this documentation and the product must also be shipped to the cardholder’s address - not a separate shipping location. To clarify, 2CO does not prohibit products from being shipped to a different address. However, the ability to dispute a chargeback is negated entirely if this is the case.

Please review the following articles for additional information on contacting 2CO, chargebacks and tools that can be used to minimize disputes:

2Checkout Contact Information

What is a Bank Assisted Dispute (Chargeback)?

How can I help to reduce the number of customer disputes?

To refund or issue a credit, logon to your Admin Panel under Sales Activity - Recurring Sales. Choose the Order # of the Sale you want to refund, and click on it. This will open the Order Details page. Scroll down to the bottom, choose how many installments you want to refund, then click Issue A Credit.

To stop a recurring payment, logon to your Admin Panel under Sales Activity - Recurring Sales. Choose the Order # of the Sale you want to stop, and click on it. This will open the Order Details page. Scroll down to where you see Stop Recurring Billing and click on that. Once you click it, your customers card will not be billed again. Keep in mind that it can not be undone!

It normally takes 3-4 business days for the Credit Card company to update your balance and show the refund.

If you are shipping expensive items, use a package service that provides proof of delivery. There will always be some customers out there who falsely claim that a package was not received (and occasionally there will be packages that truly are lost or stolen). Since you bear the responsibility for those losses, you should take care not to put large amounts of money at risk.

-Hint: The US Post Office provides insurance on packages for a small fee that has an effect of making the receiver of the package provide a signature to indicate that the parcel arrived undamaged. Signature confirmation is also available from other national and global carriers.

*Be accessible! Respond to 2CO requests for information promptly. Check your open issues at least once per day. Provide links to 2CO’s ticket system, open issue interface and telephone number as part of your ‘Contact Us’ page.

*Be sure that customers are completely familiar with your offering before they order. Thoroughly describe your offering, show photos, and disclose any important limitations. Ensuring the customer’s expectations match what arrives in the mail will save you and the customer time, money and aggravation.