Disputes

After logging into Chase.com/business you land on the Overview Dashboard (OVD) and you see all your account tiles within your profile.

 

Step one

Click on the More dropdown to expose the See Disputes option. This link can also be accessed via the Account Details and Location Details screens as well.

 

 

Step two

Click on the See Disputes link in the dropdown. You’ll land on the list of disputes that have been initiated.

 

Learn more about disputes shows additional info on disputes and the dispute process.

 

 

Step three

Accept or challenge a dispute.

 

Selecting a dispute will show dispute details and the original transaction information.

 

 

If a dispute is accepted, there is no further action required. The dispute will be resolved and the adjustment will be made on the account.

 

 

Step four

If you challenge a dispute this page will display, allowing you to upload supporting documentation and provide an explanation of why you are challenging the dispute.

 

Note: You will only be able to upload your supporting documents once, so be sure to include all relevant documentation before sending a challenge.

 

 

Once a challenge is submitted you will see a confirmation page. The dispute status will change to In process/In review.

 

 

If there is further action needed from the merchant OR if a decision was made on the dispute you will be notified.

Acceptable evidence must be specifically based on the reason for the dispute. If you’re unclear of the reason for the dispute, refer to the reason code provided in your dispute documentation.

 

Acceptable evidence can differ by card brand and industry. Here are some examples of evidence that may be required depending on the reason code:

• A clear, legible copy of the sales receipt or order form.
• A copy of your return policy, with links or examples of placement that prove it’s easily visible.
• Descriptions and photos of the product in question.
• Proof the customer picked up a purchase at your location. For example, a signature on the pick-up form.
• Evidence of a prior purchase that the customer did not dispute.
• Order forms, especially those outlining special requests your customer may have made.
• Proof the purchase was made by a member of the customer’s family or household.
• Evidence of another payment on the same card that was undisputed. For example, evidence, such as a transaction receipt, demonstrating the cardholder’s card was used in the transaction the week before and was not disputed.
• Evidence of the cardholder’s identification and signed copy of the receipt, contract, or invoice that links the identification presented by the cardholder. For example, a signed contract and the cardholder’s identification information showing the cardholder agreed to pay for the disputed transaction.

Industry-specific examples of documentation evidence include:

 

Retail

• An invoice
• An itemized transaction receipt
• Your rebuttal letter explaining the reason you’re challenging the transaction, along with an explanation of the documentation provided.

E-commerce with digital goods

• Address verification service (AVS) & card verification value (CVV) match
• Internet protocol (IP) address match
• Copies of any emailed invoices
• Copies of all customer service communications
• Proof of usage, ideally with IP addresses
• The terms and conditions the customer agreed to at the time of purchase
• Proof of history
• Proof of receipt
• Your rebuttal letter explaining the reason you’re challenging the transaction, along with an explanation of the documentation provided.

E-commerce with physical goods

• Proof of delivery, ideally signed by the customer
• Copies of any/all customer service communications
• Address verification service (AVS) & card verification value (CVV) match
• Photos showing the customer using the product (on social media, etc.)
• Proof of history
• Your rebuttal letter explaining the reason you’re challenging the transaction, along with an explanation of the documentation provided.

Travel and hospitality

• Address verification service (AVS) & card verification value (CVV) match
• Copies of folio and check-in confirmations
• Confirmation of familial connections (often via social media, if family fraud is suspected)
• The terms and conditions the customer agreed to at the time of purchase
• Your rebuttal letter explaining the reason you’re challenging the transaction, along with an explanation of the documentation provided.

The best way to prevent disputes is to establish best practices at the time of sale that are followed consistently by all employees. Here are some tips:

 

Before you start accepting payments

 

Customize receipts: include your business name as seen in marketing and signage. If you have a different legal name that what appears on signage and need to display both, prioritize the name used in marketing. Not sure how to customize your receipts? Visit the Product Support page for the processing solution you’re using. Please note that not all products have fully customizable features.

 

Customize how your business name and charges appear on customer statements: Make it clear what the charge is and who it’s for – whether they’re reviewing it in their statement, in an alert or when looking at their online account activity.

 

Good receipts include:

• Merchant name and location
• Contact Info
• Transaction date
• Transaction amount
• Cardholder signature, if applicable
• Are itemized
• Are legible

Customize how your business name and charges appear on customer statements: Make it clear what the charge is and who it’s for – whether they’re reviewing it in their statement, in an alert or when looking at their online account activity.

During authorizations:

• Each transaction requires a unique authorization code, do not use the same code for multiple transactions.Always obtain an authorization for the exact amount of the transaction processed to the card.
• If the authorization is declined, do not try to split or lower the amount of the transaction, ask for another form of payment.
• Do not manually key in an authorization code.
• Ensure the authorization is settled timely.

During transactions:

• Never alter a sales receipt.
• Avoid manually keying in card numbers if you have a chip or swipe card reader.
• Always process a chip card using a POS card reader capable of reading, communicating and processing transaction data from the card.
• If the sale is being conducted in-person, make sure your return policy is pre-printed on the credit or debit card sales receipt and signed by the cardholder at the time of the original sale. Note the refund policy must be close to the cardholder’s signature to be recognized by the payment brands (signature may not be required for PIN Debit).
• If the card is present at the time of sale, be sure to compare the credit or debit card account number on an electronically printed draft to the credit or debit card number embossed on the card. If the numbers don’t match, call the appropriate automated voice authorization center and tell the operator that you have a “Code 10” authorization and that the card numbers do not match.
• For e-commerce sites, we recommend reviewing all transactions for address verification results and requiring CID.
• Wait to bill the transaction until the merchandise has been shipped.
• For work or services performed, have the customer sign off that all work was reviewed and completed to their satisfaction.
• For e-commerce sites, ensure that terms and conditions around cancellation/refund policy are properly disclosed during the checkout process and not solely a link to another page.

When processing refunds (dependent on merchant setup for debit card use):

• Always process a refund back to the original credit card or debit card number (Dependent on merchant set-up for debit card.)
  
• Do not refund a credit card sale or debit card sale by check or cash (Dependent on merchant set-up for debit card.)
  
• If credit is due on more than one sale, process each credit individually to the original credit card or debit card (Dependent on merchant set-up for debit card.)
  
• Have flexible refund policies.
• Obtain an authorization code for the refund.
  

Protecting your earnings is vital to your business. The increase in fraudulent payment activity is one of the most critical issues facing business owners today. In addition to our own tips, the individual payment brands may have best practices and guidelines that may benefit your business.

 

Learn more about fraud.

Happy customers are less likely to dispute payments.

 

Customer service can help businesses mitigate many issues, including disputes. Get to know your customers and be available to them when they have questions or concerns. Before filling a dispute customers may call to request a refund or exchange. Answer phones promptly and train your staff to resolve customer issues. Same goes for email and social media; if you promote your business there, you should be responsive there. Consider setting up auto-responses with the expected timeframe for responses.

 

In addition to being responsive, make your contact information easy to find. Prominently display your email address and phone number on every page of your website, receipts, signage, advertisements, billing descriptor and at the register.

 

Communicate with customers after their purchase.

• Clearly state expected timeframes for order processing, if applicable. Send order summaries and confirmations within one business day of the original order if service or product is available immediately.
• Keep customers informed of any delays.
• Ensure your fulfillment and shipping policies should be easily accessible. Give buyers the option to cancel an order.
• Use shipping methods that provide tracking numbers.

Reinforce to customers the value of your product or service, even after the sale.

 

Buyer’s remorse, or rethinking a purchase after the fact, is a common driver of disputes. It never hurts to remind customers why they wanted the product or service in the first place. Use testimonials as ongoing marketing or awareness tools via social media, your website or email.

 

Lastly and most importantly, if a customer isn’t happy, proactively offer refunds. In some cases, this is your easiest and least expensive solution.

To receive faster notifications when you receive a dispute, set alerts in your online account. Sign in to Chase Business Online.

 

Note: Dispute alerts are not available if you accept card payments through your bank account or Payment Solutions account.

 

Step one

Select the hamburger menu on the top left of your screen, then select Profile & Settings.

 

 

Step two

Select Alerts from list of options on left, or Manage Alerts from the Alerts box displayed.

 

 

Step three

Select Choose alerts from options on far left and pick Merchant Services from the Show alerts drop-down.

 

 

Step four

Use the arrow button to display your Alert options. Check the box to enable any or all of the notification preferences listed to the right.