How do Vendors dispute a chargeback?

Updated time: May 14, 2018 , 18:08 (UTC+08:00)

If Vendors wish to dispute a chargeback, Vendors will need to provide certain information and evidence depending on the case. Below are the two most common reasons for chargebacks and the information Vendors need to provide in each case:

1. The Customer (buyer) didn’t receive the item

Vendors must provide this set of ducuments:

  • A Tracking Number or Delivery Receipt as provided by Delivery Firms/ Organizations.
  • The Invoice and the Receipt that your company prepares to offer Customer.
  • Proofs of documents that prove your company has fulfilled providing services to this Client. (The Screenshot Original Email confirmation that customer has received products/services from customer end):
    • Any communication from the buyer, such as emails or positive feedback
    • Any contracts signed or information on the sent item
    • Date that the item was sent and the address it was sent to
    • For intangible items or subscriptions – any information regarding the item or service

2. Unauthorised use of credit card

Vendors should provide:

  • Tracking number for delivery of the item
  • The Invoice and the Receipt that your company prepares to offer Customer.
  • Proofs of documents that prove your company has fulfilled providing services to this Client. (The Screenshot Original Email confirmation that customer has received products/services from customer end):
    • Any communication from the buyer, such as emails or positive feedback.
    • Any contracts signed or information on the sent item
    • Date that the item was sent and the address it was sent to
    • For intangible items or subscriptions – any information regarding the item or service
  • Front Card, Back card (hidden 8 middle number and CVV of Client's Card)
  • Passport Copy of Customer

In these and all other chargeback cases, the more relevant information Vendors can provide, the better Vendor’ s chance of reversing the chargeback.

Tips to help avoid chargebacks

  • Track Vendors delivery: Always use a postal method that provides online tracking and proof of delivery, which Vendors can send to the buyer as soon as Vendors have a tracking numbe
  • Be accurate: Describe items in as much detail as possible, so buyers know exactly what to expect and cannot claim that an item is 'significantly not as described.
  • Know Vendorsr customer: Ask for more information such as their full name and address, get in touch with them and review eBay feedback (if available)
  • Deliver on time: Always post Vendorsr items in a timely manner - where possible, Vendors should aim to dispatch Vendorsr items within seven days of receiving payment
  • Be transparent: Make sure that Customer (buyers) know about Vendors returns policy
  • Be responsive: Don't let buyers feel that their problems are unresolved
  • Post carefully: Avoid posting to an address different to the one provided by WPC
  • High-risk countries: We advise extra caution when posting to Macedonia, Lebanon, Ukraine, Lithuania, Nigeria, Romania, Pakistan, Bulgaria and Indonesia.
  • Check ID: If a buyer collects an item in person, ask them to bring along proof of identity. If another person is collecting the item, they should also bring proof of identity and a signed note from the buyer authorising them to collect on their behalf. Note: Payments received in person are not covered under the Seller Protection policy.
  • Collect full Verification Documents for Transaction: It’s not only mandatory managing activities but also a self-defending activities performed by Vendors, which is necessary to hedge off the risk of Chargeback.
  • Co-operation: WPC’s Vendor Support team and Risk Management team provide 24/7 solutions together with business advices to hedge off Chargeback Risk. Customer (buyer) is advised to refer and follow these instructions.