Chargeback and Dispute Guide. December 2, 2016

Transcription

1 Chargeback and Dispute Guide December 2, 2016

2 Table of Contents Definitions... 3 Introduction... 4 Responsibilities... 5 GoInterpay Responsibilities... 5 Seller Responsibilities... 5 Fraud-Dispute Procedures... 8 Chargeback Procedures... 8 PayPal Dispute Procedures... 9 PayPal Claim Procedures Request For Information Procedures Accessing Our Helpdesk... 12

3 Definitions Additional Costs means additional fees, fines, penalties and other liability incurred by a party in the course of order fulfilment; Backup Information means information required to dispute a Fraud-Dispute and may include: Invoice, Proof of Shipment, Proof of Delivery, Signature Confirmation, Refund Policy, and any other relevant details related to the transaction. See Seller Responsibilities section for an expanded definition; Buyer means a customer, consumer or shopper using the GoInterpay Services; Chargeback means a reversal of a charge, where a transaction payment is credited back to the Buyer s credit card by the Payment Processor; Customer Complaint means a Buyer has filed a Fraud-Dispute on a transaction due to a customer service concern. See Introduction section for additional information; Fraud Complaint means a Buyer has filed a Fraud-Dispute regarding a transaction they did not or do not remember participating in. See Introduction section for additional information; Fraud-Dispute is used to collectively refer to Chargebacks, PayPal Disputes, PayPal Claims, and Requests For Information; GoInterpay means GoInterpay, a division of Calgary Foreign Exchange Ltd., a Canadian corporation; Helpdesk means our customer service ticketing solution at support.gointerpay.com; Payment Brand means the credit card or ewallet network processing the payment; Payment Processor means a credit card payment processor used by the Buyer; PayPal Claim means a formal complaint initiated by a Buyer through the PayPal dispute process; PayPal Dispute means a formal dispute initiated by a Buyer whereby the Buyer has asked PayPal to mediate communications between the Buyer and GoInterpay; Processing Problem Complaint means a Buyer has filed a Fraud-Dispute regarding an error during the processing of the transaction. See Introduction section for additional information; Request For Information means a request from the card holder s issuing bank or processor for copies of suitable documentation to prove the validity of a transaction; Seller means you, in your capacity as a seller, merchant, supplier, shipper or logistics provider, who sells or provides order fulfilment services to the Buyer.

4 Introduction This guide is meant to provide general knowledge on Fraud-Disputes, and to outline GoInterpay s process for managing Fraud-Disputes when they occur. Fraud-Disputes are used by the Payment Brands to investigate Buyer complaints regarding a transaction. There are 3 main types of complaints: Processing Problem Complaint, Fraud Complaint, and Customer Complaint. A Processing Problem Complaint occurs when there has been an error during the processing of the transaction. An example of this would be a transaction is processed and the amount appears on the Buyer s statement twice. All Processing Problem Complaints are reviewed for legitimacy. GoInterpay may contact the Seller to confirm the Buyer did not place 2 separate and distinct orders for the same purchase price. A Fraud Complaint occurs when the credit card or ewallet account holder complains that they did not authorize or participate in a transaction. The account holder may be a victim of fraud ( True Fraud ), may not recognise or remember making the purchase, or may be filing an erroneous complaint in an attempt to cheat the system on a legitimate transaction. If GoInterpay determines a fraud complaint may not be True Fraud, we will contact the Seller for copies of Backup Information. A Customer Complaint occurs when a Buyer is not happy with the goods or services they have purchased. Examples of this are: goods or services not received, goods or services not as described, and goods are defective. GoInterpay will dispute these transactions on behalf of the Seller but will require Backup Information from the Seller in order to file the dispute. Following the guidelines in this document will allow GoInterpay to file a dispute on your behalf, however the outcome of any dispute is at the sole discretion of the Payment Brand. GoInterpay does not provide any guarantee on the outcome of the dispute process. GoInterpay utilizes our Helpdesk for managing communications with Sellers throughout the Fraud- Dispute process. During the onboarding process, we ask Sellers to provide a contact for Fraud-Dispute tickets. This contact will be registered as a user at our helpdesk. Any time your assistance is needed with a Fraud-Dispute issue, a ticket will be opened in the name of the appropriate contact and an will be sent alerting you that a ticket has been opened. This will contain a link directly to the ticket.

5 Responsibilities As merchant of record GoInterpay facilitates acceptance of payments from Buyers by Sellers via a variety of payment sources. GoInterpay is an independent contractor for all purposes, save that GoInterpay acts as the agent of the Seller with respect to the custody of funds. As merchant of record GoInterpay provides customer support, dispute resolution and chargeback handling, but GoInterpay does not provide any guarantees for the products shipped or services provided, including quality of products, shipping times or other product related complaints. GoInterpay specifically disclaims any representations, warranties, or conditions, expressed or implied, with respect to the items shipped. Where a Buyer experiences an issue with the product or service obtained from a Seller they may contact GoInterpay, the Seller, or their issuing bank to obtain satisfaction. To the extent of their ability GoInterpay will facilitate resolution of disputes, chargebacks and customer support issues with the Seller according to the terms of the agreement between those parties. Where disputes are directly related to fraudulent purchases, non fulfillment of product/service, and/or product quality the Seller may be debited the sale amount and relevant fees per the Merchant agreement at the discretion of GoInterpay. GoInterpay Responsibilities When a Fraud-Dispute with potential Seller liability has been opened, GoInterpay is responsible for notifying the Seller within the timeframes given in the specific Fraud-Dispute procedure sections. Upon receiving Backup Information from a Seller, GoInterpay is responsible for responding to the Fraud- Dispute within the timeframes given in the specific Fraud-Dispute procedure sections. GoInterpay is liable for Fraud-Disputes resulting from True Fraud if GoInterpay has allowed the transaction to pass, notwithstanding any liability shift resulting from the use of a payment verification and authentication system such as 3D Secure. GoInterpay is not responsible for Fraud-Disputes and Additional Fees when Backup Information has been requested from the Seller and the Seller has not replied within the timeframes given in the specific Fraud-Dispute procedure sections. Seller Responsibilities Sellers are responsible for responding to requests for Backup Information within the timeframes given in the specific Fraud-Dispute procedure sections. Sellers are liable for Customer Complaints. GoInterpay performs intermediary services to resolve/dispute Customer Complaints, however liability for Customer Complaints and any related Additional Fees remain with the Seller.

6 Sellers are liable for Fraud-Disputes resulting from True Fraud if GoInterpay rejected the transaction but the Seller has allowed the transaction to complete. In some cases a Buyer may file an erroneous Fraud Complaint in an attempt to cheat the system on a legitimate transaction. In such cases GoInterpay will request Backup Information. After receipt of the requested information, GoInterpay will file a dispute on the Seller s behalf. If the order has been completed and delivered to the Buyer, the Seller s proof of delivery documentation will assist in possibly resolving the Fraud-Dispute in the Seller s favor. Where the Seller lacks complete documentation or the dispute is otherwise resolved in favor of the Buyer, the Seller is liable. If a Seller decides they do not wish to proceed with a dispute for whatever reason, it is the responsibility of the Seller to notify GoInterpay that they do not wish to continue with the dispute. By notifying GoInterpay not to continue with the dispute, the Seller is accepting liability for the Fraud-Dispute and any related Additional Fees. In order to resolve/dispute a Fraud-Dispute the following Backup Information is required from the Seller. Customer Order Summary/Invoice; Proof of Shipment - The date the item is shipped. The recipient s address matches the shipping address on the Transaction Details Page. The recipient's address, showing at least the city & province, or city & country or postal code (or international equivalent); Proof of Delivery with signature confirmation - The date the item is delivered. The item s status as delivered. The recipient s address matches the shipping address on the Transaction Details Page. The recipient's address, showing at least the city & province, or city & country or postal code (or international equivalent); Signature Confirmation that can be viewed online at the shipping company s website and indicates that the item was signed for on delivery; If the item(s) purchased were a service, you must provide proof that the service was used by the buyer, or by another party authorized by the buyer; Details of anything listed in the terms and conditions which prevents the Buyer from receiving a refund for the order. For example, refusal to pay duties and taxes, undeliverable merchandise due to wrong shipping address. Please attach the relevant part of the terms and conditions seen by the Buyer at the checkout; Any customer communications relating to this purchase; Any other information relevant to proving the transaction is legitimate. Unless only specific items are requested, the Seller must provide all of the Backup Information listed above. Name all Backup Information [GoInterpay Order ID] [Type of supporting document]. For example, Invoice.

7 Failure to respond to an information request within the timeframes given in the specific Fraud-Dispute sections will result in the loss of your ability to resolve/dispute a Fraud-Dispute. Sellers should not attempt to settle a Fraud-Dispute outside of the procedures listed in this document. Settling a Fraud-Dispute in a different manner will mean the relevant Payment Brand will not have knowledge of the settlement and the Payment Brand may still rule in favor of the Buyer despite any Backup Information provided to show the other settlement arrangements. Sellers should only refund a credit card or ewallet purchase to the same credit card or ewallet account that made the initial purchase. Visa and MasterCard regulations only allow refunds by way of credits to the same card account used to make the purchase, except when a cash or check refund is required by law. By issuing credits to the same account, you protect the account holder from individuals who might fraudulently make a purchase and then return the products for cash or payment to their personal account. Additionally refunds not made to the same account may not be traceable by the Payment Brand and the Payment Brand may still rule in favor of the Buyer despite any Backup Information provided to show a refund by other means.

8 Fraud-Dispute Procedures GoInterpay has developed the following procedures to provide guidance to Sellers and ensure Fraud- Disputes are handled in an efficient manner. It is important to remember that although following these procedures will allow GoInterpay to dispute a Fraud-Dispute, the outcome of any dispute is at the sole discretion of the Payment Brand involved. Following these procedures simply safeguards our right to file a dispute and does not guarantee a favourable outcome. Chargeback Procedures When a Buyer has made a credit card purchase and they do not recognise the transaction, or are unhappy with some aspect of their purchase, they may initiate a Chargeback. When the Chargeback is related to a Processing Problem Complaint or Fraud Complaint, GoInterpay may require Backup Information from the Seller in order to respond to the dispute. When the Chargeback is related to a Customer Complaint, GoInterpay will require Backup Information from the Seller in order to file a dispute. If the Seller does not wish to file a dispute for any reason, the Seller must inform GoInterpay that they do not wish to file a dispute. By notifying GoInterpay not to continue with the dispute, the Seller is accepting liability for the Chargeback and any related Additional Fees. Timelines related to a Chargeback are: GoInterpay has 1 business day from the date of Chargeback to request Backup Information from the Seller. The Seller has 5 business days to gather and provide the Backup Information. GoInterpay has 2 business days to file a dispute with the issuing bank or processor. It is crucial that a Seller respond to any request for Backup Information. If a Seller does not submit the proper Backup Information within 5 business days, GoInterpay will be unable to file a dispute. If any Chargeback, regardless of type or reason, cannot be disputed because a Seller did not respond to a request for Backup Information within 5 business days, then the Seller will be liable for the Chargeback and any Additional Fees. Additional information related to Chargebacks: A refund may no longer be issued for a transaction once a Chargeback has been initiated for that transaction. If a Refund was previously issued for the transaction in dispute, GoInterpay will automatically respond to the Chargeback.

9 PayPal Dispute Procedures When a Buyer has made a purchase through PayPal and they do not recognise the transaction, or are unhappy with some aspect of their purchase, they may initiate a PayPal Dispute. The PayPal Dispute process is setup to allow communication between the Buyer and GoInterpay in order to come to an amicable solution. When the PayPal Dispute is related to a Processing Problem Complaint or Fraud Complaint, GoInterpay may require Backup Information from the Seller in order to respond to the dispute. When the PayPal Dispute is related to a Customer Complaint, GoInterpay will work closely with the Seller to communicate with the Buyer and come to an amicable solution. Timelines related to a PayPal Dispute are: GoInterpay has 2 calendar days from the date of PayPal Dispute to request Backup Information from the Seller. The Seller has 5 calendar days to gather and provide the Backup Information. GoInterpay has 2 calendar days to respond to the PayPal Dispute. Back and forth communication between the Buyer, GoInterpay, and Seller may continue for an additional 10 calendar days. It is crucial that a Seller respond to any request for Backup Information as quickly as possible as the Buyer may choose to escalate the PayPal Dispute to a PayPal Claim if they feel their concerns are not being addressed. Once escalated to a PayPal Claim, GoInterpay can no longer communicate with the Buyer to come to an amicable solution and PayPal will decide the PayPal Claim using their discretion. Additional information related to PayPal Disputes: PayPal timelines are based on calendar days, not business days. Once a PayPal Dispute has been started, a PayPal refund may no longer be issued directly by the Seller. If you wish to process a PayPal refund for a transaction that is subject to a PayPal Dispute, please contact GoInterpay to conduct the refund on your behalf. A Buyer may choose to escalate a PayPal Dispute to a PayPal Claim at any time during the dispute process. If a Buyer escalates a PayPal Dispute to a PayPal Claim, the procedures listed in the PayPal Claim Procedures section will now apply. If the Seller has come to a resolution with the Buyer and would like to send a refund outside of PayPal, the Seller must ensure the Buyer closes the open PayPal Dispute. No funds will be processed until confirmation of the closed PayPal Dispute is received. All correspondence with the Buyer must be sent to GoInterpay for their records. If a Refund was previously issued for the transaction in dispute, GoInterpay will automatically respond to the PayPal Dispute.

10 PayPal Claim Procedures When a Buyer has made a purchase through PayPal and they do not recognise the transaction, or are unhappy with some aspect of their purchase, they may initiate a PayPal Claim. A PayPal Claim is similar to a Chargeback. When a PayPal Claim is related to a Processing Problem Complaint or Fraud Complaint, GoInterpay may require Backup Information from the Seller in order to respond to the dispute. When a PayPal Claim is related to a Customer Complaint, GoInterpay will resolve the Claim as directed by the Seller. The Seller may choose to refund the transaction or dispute the Claim. Once a PayPal Claim has been started, a PayPal refund may no longer be issued directly by the Seller. If you wish to process a PayPal refund for a transaction that is subject to a PayPal Claim, please contact GoInterpay to conduct the refund on your behalf. If the Seller chooses to dispute the PayPal Claim, GoInterpay will require Backup Information from the Seller in order to file the dispute. Timelines related to a PayPal Claim are: GoInterpay has 2 calendar days from the date of PayPal Claim to request Backup Information from the Seller. The Seller has 4 calendar days to gather and provide the Backup Information. GoInterpay has 1 calendar days to respond to the PayPal Claim. It is crucial that a Seller respond to any request for Backup Information. If a Seller does not submit the proper Backup Information within 4 calendar days, GoInterpay will be unable to file a dispute. If any PayPal Claim, regardless of type or reason, cannot be disputed because a Seller did not respond to a request for Backup Information within 4 calendar days, then the Seller will be liable for the PayPal Claim and any Additional Fees. Additional information related to PayPal Claim: PayPal timelines are based on calendar days, not business days. If the Seller has come to a resolution with the Buyer and would like to send a refund outside of PayPal, the Seller must ensure the Buyer closes the open PayPal Claim. No funds will be processed until confirmation of the closed PayPal Claim is received. All correspondence with the Buyer must be sent to GoInterpay for their records. If a Refund was previously issued for the transaction in dispute, GoInterpay will automatically respond to the PayPal Claim. The outcome of any disputed PayPal Claim is at the sole discretion of PayPal. GoInterpay does not provide any guarantee on the outcome of a dispute.

11 Request For Information Procedures When a Buyer does not recognize a transaction on their credit card or ewallet statement, they may ask their issuing bank or processor for copies of suitable documentation to prove the validity of the transaction. Although a Request For Information can often be satisfied with a copy of the consumer invoice or receipt, it is best to include all available Backup Information in your response. At a minimum, the Backup Information provided should include: Seller/Website name; List of items purchased; Credit card or ewallet account holder name; Buyer name (if different than account holder name); Tracking information (if applicable); Signed delivery confirmation (if applicable); Refund information (if applicable). Timelines related to a Request For Information are: GoInterpay has 1 business day from the date of Request For Information to request Backup Information from the Seller. The Seller has 5 business days to gather and provide the Backup Information. GoInterpay has 2 business days to file the Backup Information with the issuing bank or processor. It is crucial that a Seller respond to any Request For Information. If a Request For Information is not responded to, or is responded to late, GoInterpay and the Seller lose all rights to dispute any Chargeback that may be initiated on that transaction in the future. If any Chargeback, regardless of type or reason, cannot be disputed because a Seller did not respond to a Request For Information within 5 business days, then the Seller will be liable for the Chargeback and any Additional Fees. Additional information related to Requests For Information: A refund may no longer be issued for a transaction once a Request For Information has been initiated for that transaction. Depending on the issuing bank or processor, a Request For Information may also be referred to as a copy request, request for copy, or retrieval request.

12 Accessing Our Helpdesk You may review your open Fraud-Dispute tickets at any time by visiting our helpdesk at support.gointerpay.com. Users can log in with their address and password. From our home screen, click on My Tickets to view all open tickets assigned to you.

13 After clicking on My Tickets, you will be brought to a screen summarizing your tickets. Clicking on View Resolved Tickets will update the listing to also show any closed tickets. Closed tickets will have a black background. Open tickets will have a green background. Clicking on a ticket will allow you to see that ticket s history. From here you will be able to see any updates to your ticket, or add additional information by clicking on Add Reply. You can reply to a closed ticket. Replying to a closed ticket will automatically reopen the ticket and send an alert to our Fraud-Dispute team.