We have complied a list of frequently asked questions related to chargebacks and chargeback service we provide. This list will better assist you in understanding what a chargeback is and why you have been receiving them. You will also find questions related to what Chargeback Advocates can do to assist your company and how to move forward.
Chargeback is when a customer who has purchased an item or service contacts their credit/debit card provider and creates a dispute. The funds for this service are then pulled from your account and held in a separate account until the dispute decision has been made. At this point your company will receive a chargeback letter from your merchant provider.
Dispute is when a customer contacts their credit/debit card provider and disagrees with the charge. There are different reasons as to why a customer can dispute a charge.
There are different reasons a customer will dispute a charge to their credit/debit provider, some of which include; Unauthorized Charge, Services Not Rendered, Credit was due and not received, and Cancelled Services.
Your company has 14 days to dispute a chargeback, otherwise the funds are released to the customer and you will lose your company’s funds. Your merchant account will continue to keep records of your chargebacks and what you do with them.
When your company receives a chargeback from its provider and does not respond, your merchant provider keeps record. Your merchant provider also keeps record of the effort your company puts into the dispute. Eventually your merchant provider will close your account and not allow any further transactions. In addition to the closure of your account they will also put your company on a High-Risk list with the other merchant providers. This is damaging to your company’s reputation and will complicate your process in finding a new provider. In many cases opening a High-Risk merchant account will cost your company additional fees, which will ultimately hit your company’s bottom line.
The documentation needed to complete the chargeback process will be determined by the reasoning behind the customer’s original dispute. The more detailed information your company responds with to the merchant provider will increase the outcome falling in your company’s direction. This research is pertinent to protect your company from a loss for services or products previously provided, ultimately increasing your company’s bottom line.
Chargeback Advocates has a win rate of 90%. This rate includes charges in which a client had none of the necessary documentation to complete the chargeback. In these cases Chargeback Advocates will still communicate with your merchant account so that the chargeback is not considered non-responsive on your account.
When your company receives a chargeback you can choose to fax, scan or email a copy of the chargeback to Chargeback Advocates . Your company will then send the original chargeback in the mail or arrange pickup if local. Chargeback Advocates will return the original chargeback, as well as all documentation to your company.
Chargeback Advocates will complete the full chargeback process for your company multiple times if necessary. We will also notate your company’s CRM database, deliver all documentation back to your company, and include a monthly review. If the merchant provider does decide in the direction of your customer, Chargeback Advocates offers collection services to their clients.
Chargeback Advocates will discuss the preferred billing cycle with your company, as well as the service option your company prefers. As Chargeback Advocates completes the chargebacks, we will issue an invoice to your company. Upon receipt of the invoice, your company has the option to mail the check, or have us pick it up.
To get started contact Chargeback Advocates at (801) 637-0818. You may also email us at chargebackadvocates@gmail.com. Please include your name, company name, phone number, as well as your average number of monthly chargebacks. We know from experience chargebacks are very time sensitive, so we will contact you at our earliest opportunity and as soon as possible. In the meantime, you should collect all the chargebacks you have currently, as well as any chargebacks that have expired within the last 30 days. Faxing or emailing your chargebacks will help us get to work faster on your behalf. We will begin processing your chargeback within 24 to 48 hours to get your company the best possible outcome.