Chargebacks

What additional information can a keyed-entry or MOTO merchant provide to defend against chargebacks?

In addition to the actions described in How can I defend myself against chargebacks?, keyed-entry or MOTO merchants can also provide the additional information as listed here.

Evidence of cardholder actions

If applicable, you should provide evidence of the following:

  • Person who signed for the merchandise was authorized to sign on behalf of the cardholder, or is known by the cardholder
  • Release form or waiver signed by the cardholder that allows packages to be delivered to the cardholder’s address without requiring a signature, and provide an unsigned Proof of Delivery (POD)
  • Cardholder agreed to accept the merchandise or services as provided
  • Pickups:
    • Cardholder signature on the pick-up form
    • Copy of identification presented by the cardholder
    • Details of identification presented by the cardholder
  • Deliveries to a business address:
    • Merchandise was delivered to the address—a signature is NOT required as evidence of delivery
    • At the time of delivery, the cardholder was working for the company at the delivery address, for example:
      • Confirmation the cardholder was listed as a director of the company
      • Cardholder email address with the company’s domain name

Evidence of your actions

If applicable, you should provide evidence of the following:

  • Written correspondence between you and the cardholder, including:
    • Letters
    • Emails
    • Photographs
    • Faxes
    • Any other written correspondence
  • Imprinted transaction receipt
  • Shipping date, if the merchandise is in the process of being shipped
  • You shipped the merchandise to a positive AVS address and obtained Proof of Delivery (POD)
    • Domestic only—signed POD may be required to assist with resolving the chargeback
  • Delivery, or evidence that the goods or services were delivered as directed by the customer
  • Shipping and delivery of any replacement merchandise
  • Explanation of any differences when transaction dates, merchant name, or merchant location differ

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