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The claim criteria are:
The Merchant Guarantee does not apply to any payment over £250 in value or local currency equivalent (or such other amount as we notify to you), unless we have agreed in writing a specific limit either in general for your payments or for particularly large value payments.
When we notify you of a possible chargeback you must, where possible, follow the Dispute Management procedure.
The Merchant Guarantee is payable after your account has been subject to a fraud-related chargeback.
The payment must have been originally authorised by the card issuer (acknowledged as such by us to you) and be a payment that is not associated with a warning type of risk alert. A caution type of alert is permitted.
You must take reasonable precautions to prevent fraud, which includes examining transactions that have a caution level of risk alert.
You must try to get your money back in the usual way (e.g. you attempt to recover goods delivered where possible) and/or obtain reimbursement first from any other party, including any chargeback or general insurance cover you may have.
If you want us to apply this guarantee to any payment over £100 in value or local currency equivalent you must obtain proof of delivery of goods to the shopper in fulfillment of the payment. Remember a chargeback must have taken place for the Merchant Guarantee to apply. For lower value payments we may call for proof of delivery where appropriate or for other reasonable evidence that you have fulfilled the contract of supply.
You must use due care and disclose all relevant information to us.
A chargeback will not qualify if we suspect you have colluded or acted unlawfully or improperly.
The payment must relate to goods which, in our opinion, are substantially the same as those declared in your application or as subsequently notified to and agreed by us.
You must perform your legal and contractual obligations to the shopper.
See the Terms and conditions section for a full list of the claim criteria and rules.
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