How to fight a Chargeback
Cecilia
Last Update 7 months ago
If you are a merchant and a chargeback has been filed against you unjustly, these are the steps we take at Waave to fight chargebacks for you:
Gather evidence: We gather as much evidence as possible to support your case. This may include requesting proof of delivery, proof of purchase, customer communication, and any other documentation that shows that the transaction was legitimate.
Review the reason code: Each chargeback has a reason code that indicates the reason for the dispute. At Waave we review the reason code to understand the specific reason for the chargeback and we gather evidence that specifically addresses that reason.
Respond to the chargeback: We respond to the chargeback within the time frame provided by the card issuer. Time is a crucial factor in these cases, so we need you -as a merchant- to provide all the evidence requested in a timely manner through the proper channels supplied.
Dispute the chargeback: If the chargeback is not resolved through the initial response, you may be able to dispute the chargeback. This typically involves providing additional evidence or resubmitting the same evidence to support your case, generally through a Second Presentment.
Even if all the evidence is submitted in a timely manner, winning a chargeback case is not guaranteed, as chargebacks are inherently designed to protect the buyers, and it is the issuing bank, not WAAVE, that defines whether a case is won or lost in favor of the merchant. Typically, chargebacks can take up to 6 months to arrive at a resolution. If 6 months go by with no notice, the case is considered automatically lost for the merchant.
Recommendations for Merchants
1. If you have an unusually large order or multiple orders from a new buyer—> ask for ID
2. Don’t ship orders with different billing and shipping address
3. Look at the orders critically before you ship
Merchants are responsible for doing their own due diligence process to protect themselves. WAAVE blocks buyers who commit fraud after the fact, but we can’t block transactions in advance when the fraud is not programmatically executed.
At Waave we can fight Chargebacks for you!