A chargeback is when a user requests their card provider to reverse a card transaction. They could do this for several reasons such as if the items they purchased never arrived, they're double-charged, or they believe they've been fraudulently charged.
As all Stitch Express card transactions are 3D Secure, which requires Multi-Factor Authentication through an OTP or In-app approval the chances of a chargeback as a result of fraud are minimal.
Chargeback Process
In cases where a customer does request a chargeback, we'll follow a standard process to manage this in conjunction with you:
- Our banking partner will alert us about the chargeback request, what transaction it concerns and the reason for the chargeback
- We'll contact you outlining the details of the chargeback and requesting proof of purchase and delivery to the customer
- Documents that could be useful here are:
- A receipt of the purchase shared with the customer
- Completed waybill showing the customer's details
- Documents that could be useful here are:
- In the event the chargeback is invalid there will be no further action taken
- In the event the chargeback is valid, we'll need to:
- Reverse the transaction
- Debit your Stitch Express balance with a chargeback processing fee
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