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.

• Be sure that customers are completely familiar with your delivery process. 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.
• Respond to 2Checkout.com’s requests for information promptly.
• Make customers aware that 2Checkout.com is your authorized reseller. A link to our ticket system or a list of the phone number for our customer care center can be posted on your website.
• 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.
• Respond to customer requests for assistance promptly. If an issue can not be resolved to the customer’s satisfaction offer them a partial or full refund.
• Manually review all incoming orders for fraud. If you have any suspicions about an order, please contact our Fraud Department at fraud@2co.com for assistance.
• To ensure that they wanted to place multiple orders, contact all customers placing more than one order within a short amount of time.
• If you are selling a product/service that entails multiple billings, make sure that the customer is fully aware of the future billings and your cancellation policy.