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Resolving a disputed transaction can be a time-consuming and costly practice that detracts from your business and website's reputation. If the dispute results in a chargeback, it will also cost you money.
Worldpay monitors the number of chargebacks applied to your account, and if the number of chargebacks is excessive, we expect you to take action. The card schemes (for example VISA, MasterCard, etc.) will fine you if the levels of chargebacks become excessive.
To maintain high customer satisfaction and avoid too many chargebacks, the best measures are preventative, so we recommend that you:
Describe your goods and services accurately.
Read and understand your Worldpay Customer Agreement.
Indicate "internet transaction" on each sale record.
Include your full company name on all transaction receipts.
Ensure that you issue an email transaction receipt or a payment confirmation via Worldpay for each transaction, and that you deal with any replies properly and promptly.
Provide the shopper with full contact details.
Supply as much information as possible when you receive a Request for Information (RFI).
Keep good records of all transactions, including copies of the web site pages the shopper has seen, invoices, refunds processed and delivery details.
Establish and display a comprehensive refund/returns policy, which shoppers must confirm they have read and understand before you accept their transaction. The refund/returns policy should be proactive in dealing promptly and properly with all shopper disputes.
Establish and display a comprehensive privacy policy to reassure shoppers when they provide personal data.
Offer free telephone customer service as it can help preserve sales and increase the relationship you have with your shoppers.
Provide "Email Customer Service" so shoppers can ask questions online. For customer service by email you are required to have a standard response and time frame for responding to a shopper's query.
Allow for extra time when you process repeat billing transactions as some shoppers prefer to dispute a transaction instead of cancelling their agreement.
Register Internet shoppers by enabling them to enter their own user name and password. This helps your relationship with your shopper and enables them to return and make additional purchases without entering some of their personal details again.
Do not dispatch goods by whatever means (including online delivery) to a third party address (that is, an address other than the cardholder's address); this is considered very high risk.
Deliver goods/services on a timely basis and advise shoppers when they can expect delivery.
When delivering the goods, obtain the shopper's signature to show proof of delivery. If possible take an imprint of the card at this point.
Notify the cardholder of any delay of delivery.
Retain documentary evidence of the delivery, together with a description of the goods/services supplied, for a minimum of 12 months.
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