The currency used when an order is placed will effect the type of dispute notice that 2Checkout.com receives from a credit card provider.

If the order was placed in United States currency (US Dollars):

• 2Checkout.com receives notice from the credit card provider after the dispute has been completed.
• 2Checkout.com sends notification to the vendor of the chargeback and the reason for said dispute.
• The vendor has the option to either let the dispute stand, contact the customer to resolve the dispute, or contact 2Checkout.com for assistance with challenging the dispute. If a vendor would like to challenge the dispute they need to contact 2Checkout.com’s Dispute Department within 10 days of receiving the notification.

If the order was placed using any currency other than US Dollars:

• 2Checkout.com receives notification from the credit card provider that an account holder has initiated a dispute.
• 2Checkout.com sends notification to the vendor that a charge is currently being disputed.
• The vendor has the option to either let the dispute stand, contact the customer to resolve the dispute, or contact 2Checkout.com for assistance with challenging the dispute. If a vendor would like to challenge the dispute they need to contact 2Checkout.com’s Dispute Department within 7 days of receiving the notification.
• Once a non-US Dollar dispute has been completed, neither 2Checkout nor the vendor can challenge the dispute.

Additionally, 2Checkout.com occasionally receives notification from the credit card provider that the account holder is inquiring about a charge. On behalf of our vendors 2Checkout.com will send a copy of the receipt to the credit card provider. 2Checkout.com will also inform the vendor of the inquiry to give them the opportunity to contact the customer to resolve any possible issues that could result in a chargeback.

If there are any questions about the dispute process, please contact the Dispute Department by email at chargeback@2CO.com or by using the contact information provided here.

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.

Credit card providers charge a fee for every chargeback that is received. If the disputed is issued for a fraud related reason, the fee is not passed on to vendor. However, if the dispute is issued for a service related reason, the fee is passed on the the vendor. The fee amount will vary depending on the amount of chargebacks that take place within the vendor’s account. For further information please read the Operating Regulations Fee Structure.

There will be a $50.00 USD fee for receiving a fraud related chargeback for any order that a vendor requests to be reinstated after it was failed by 2Checkout.com’s fraud department.

If a vendor would like to challenge a chargeback all documentation must be sent to 2Checkout.com’s Dispute Department for review. If 2Checkout.com decides there is a solid case to present to the credit card provider, the vendor will have the option to challenge that chargeback. The credit card provider charges a fee for challenging a dispute; this fee is passed on to the vendor and is non refundable. The fee to challenge a dispute is $15.00 USD.

A chargeback is a forced refund from a bank/credit card provider. It occurs when an account holder decides to formally dispute a charge on their account. Chargebacks occur on less than 1% of all 2Checkout.com transactions. According to credit card association rules, Internet merchants must accept chargebacks as part of the normal risk of doing business on the Internet.

The amount of disputes you experience will vary according to the type of products you sell. Products that will experience a higher degree of chargebacks are intangible and products that appeal to children, teenagers, and single adults. Products that will experience a lower amount of chargebacks are tangible products and products purchased primarily by professionals and families.