10.3 - Card present environment

Flow: Allocation

Description

The cardholder claims that the transaction was not authorized and that it was a transaction entered with the actual or physical card. Commonly presented in transactions coming from the Vpos service.

There are two important time limits when a chargeback occurs:

1. Time limit for filing the chargeback: The maximum amount of time that can elapse between the transaction processing date and the dispute processing date is 120 calendar days.

2. Time limit to represent the chargeback: The merchant has between 5 and 10 calendar days to provide evidence to support the disputed transaction.

What compelling evidence is needed to respond?

• If you obtained an electronic printout for a face-to-face transaction, provide documentation that the transaction was authorized by the cardholder. Charge authorization form.
• If you have already processed a refund for the transaction in question, provide documentation that you have credited the cardholder's account. We recommend making all refunds directly to the credit card through your PagueloFacil account, transactions section.
• If the cardholder no longer wishes to dispute the transaction, please provide documentation that the problem has been resolved. Letter signed by the cardholder stating that he/she acknowledges the charge, with a copy of the ID.

How can I avoid this dispute in the future?

• Handle charge authorization forms.
• Before processing the transaction, validate the identification and credit card details match.
• Keep a copy of your terms and conditions, clear cancellation and return policies. And send them to the buyer via email before processing the card. The cardholder must respond to the email with acceptance of the policies. The date and time of the response will be validated against the date and time of the transaction. Or it can be included in the charge authorization form.