You should send all support documentation as a single submission, as additional submissions may not be reviewed.
You may wish to challenge a chargeback. To do this, you need to supply information that supports your case to the acquirer. The best information to counter a chargeback request is information that proves the shopper and the cardholder are one and the same person. This is regarded as good proof. Examples of good proof and bad proof are shown below.
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You should send all support documentation as a single submission, as additional submissions may not be reviewed. |
1. Select the Submit Info link which is displayed in the Payment Status column when a request for information has been issued or a chargeback issued without notice. This link opens the Information window where you are able to attach information and state your case to settle the dispute.
2. Compile the evidence you want to send to the acquirer, if you have not already done so. This can be a scanned image in jpeg format, a Microsoft Word document or, if you want to send multiple files, a single zip file containing these files. See the examples of Good proof and Bad proof below. Supplying information and proof should only be done once per disputed transaction.
3. Click the Browse button in the Information Request frame to select, and attach the file that contains the proof you want to send to the acquirer.
4. Enter free text in the Dispute Argumentation area to add explanatory or supplementary notes to accompany the attached proof file.
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All messages to the acquirers must be in English. |
5. Press the Submit info button to send your information directly to the acquirer. Your message, including specific information about the payment, is encrypted and then sent to the appropriate address within the financial network. This process is completely automated and no Worldpay staff will be able to view the content of the message.
After you have submitted your information in response to a request for information, a View Info link is displayed in the Information column. Select this link to open the Information Supplied window, which enables you to access details relating to your submission. Note that you can only view details of the latest support information you uploaded from this window.
Remove - this column enables you to remove payments from the Dispute Management page. Note that removing a payment has no influence on the acquirer’s decision-making process. For example, if you remove a payment with a payment status of INFORMATION_SUPPLIED, the payment will reappear in the Dispute Management page once a chargeback is executed, or where an additional request for information follows. We recommend that you are cautious about removing payments from the disputes list and keep a record of your disputes for up to three years.
Typical examples of good proof are:
“This order was processed correctly; we sent the products on 07-12-2013. The attachment shows the register-number under which the package has been sent with the requested address and customer details.”
“Please find attached the customer invoice and the signed proof of delivery. All ordered products have been delivered. No customer complaints received.”
“As the products ordered have been downloaded through the Internet, we cannot provide signed proof of delivery. We have however attached the full customer details, the invoice and the IP address the product has been downloaded from.”
These messages, together with the attached files, contain information to help the financial institutions decide whether the amount will be charged back or not.
Below are examples that do not provide any information that is helpful in persuading an acquirer not to chargeback the full amount of the transaction.
“Left message for [name] 12/23/2013 for more information on dispute. What was her reason for the dispute? Waiting for her to return phone call.”
“For this order we have proof of delivery. It was delivered on 10-02-2013.”
“Called [company name] 7/22/2013 and the receptionist stated that [name] no longer works for the company. And she could not verify the charge.”
“We have received your dispute request concerning a payment for a congress. We have to inform you that we do not agree with the dispute due to the fact the specific person attended the congress which we organised in Florence in June. If the cardholder still has a problem with the payment, he needs to get in touch with [company name], telephone: [phone number]. We hope we have informed you accordingly.”
“Can you please tell me why this order has ‘Information Requested’ as status?”
“Why does this client want a chargeback while his ad is already running for more then 3 months now? Our terms and conditions at [URL] clearly state that no refund is given after purchasing an ad (especially not after three months running). So we do not agree with a charge back. Let him explain why and we might come to a solution.”
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