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.

Starting on May 1, 2006, 2CO will not convey, and the vendor has no liability for, extra charges if a dispute reason is “fraud.” However, vendors will be charged a fee of $50 if 2CO rejects an order, and you, the vendor, are working separately with that customer to fulfill it over and above 2CO objections. Additionally, if there is a service-related charge, for example if a product is not delivered, or is not ‘as advertised,’ there will be new increases in fees.

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.