Card Brands: Master Card, Visa, American Express and Discover
This article is a highly recommended read, as it offers insights of the credit card processing industry related to processing, chargebacks, and a merchant's recourse. In short, being direct, organized, fact based and meeting the deadlines noted on the chargeback paperwork are helpful.
Keyed Transactions
Truly it was a great journey, and in it I met with many, whom to know was to love but whom never could I see again; for life has.
Swiped Transactions
Truly it was a great journey, and in it I met with many, whom to know was to love but whom never could I see again; for life has.
Inserted Transactions
Truly it was a great journey, and in it I met with many, whom to know was to love but whom never could I see again; for life has.
Bad Chip on the Card…Fallback
If your credit card machine rejects a cards chip, otherwise known as a fallback, some units will then allow a swipe to take place. As long as the merchant includes the appropriate indicators that identify the transaction as a fallback, the merchant's liability can be reduced if the transaction is fraudulent.
You will see this situation arise when a customer is having a hard time getting the credit card terminal to read their EMV chip; they can swipe the magnetic stripe instead when prompted since most EMV cards still have this feature for backward compatibility. This industry term "fallback" transaction since the cardholder is permitted to "fall back" to the old way of authorizing the card transaction.
Receipts
Return Policy Printed on your Receipts
It is best practice to include your return policy on all your receipts.
Please note that in Lightning you can have a different return policy for each payment method.
Non-Integrated
In the rare event your business is not using an integrated credit card device with Lightning, meaning you process the sale in Lightning, then you go to a stand-alone device and key in the amount. When the transaction is authorized, you must keep a copy of the receipt for a few years.
Chargeback Rules
Chargeback Rules
It is worth noting that credit card processors, such as Echelon, a Lightning Certified Elite Partner, or any other processor, all adhere to the same chargeback rules. No processor has a leg up on the other related to chargebacks.
Chargeback Tibits
Chargeback Tibits
A customer has the right to re-dispute a transaction, so in the event of a win, please know that the customer does have a recourse. We recommend you don't throw away any documentation you submit for the original chargeback in the unlikely event that the same transaction reappears.
The card brands are not your friend, as they are heavily consumer focused.
The opinion of the writer of this article is based on decades of experience.
We have seen merchants who are skeptical about a customer, even with a chipped transaction, ask for a driver's license and have the customer on video and still lose the case. In this situation, the card brands will recommend you file a police report.
Timelines: All chargebacks have a stated deadline, and merchants have complained they never received the paperwork via USPS or e-mail. They became aware due to a random debit from their checking account. If this is the case, take immediate action, as we have seen this date having a little flexibility.
Visa Ratio Limits for example
Chargeback Recourse
If you lose a chargeback, you have the right to request arbitration, otherwise known as the last step. Card brands do not approve arbitration cases unless the merchant can provide further evidence to prove their claim. Once the new evidence is reviewed, the chargeback reason code may reflect information the merchant left out.
Winning an arbitration case is never guaranteed. Confusion, mistakes, and missed deadlines are all endemic problems. Plus, even if the merchant did everything required to the best of their ability, they still rarely win disputes that escalate to arbitration. As a result, card networks usually default to the most expedient solution. And, in the interest of protecting consumers, they might err on the side of cardholders. The goalposts are always shifting from constantly evolving rules and regulations, alternating policies between card networks, to ever-changing terminology—fighting can be daunting, at best. an arbitration case is never guaranteed. Confusion, mistakes, and missed deadlines are all endemic problems.
Ultimately, taking a case through the arbitration process may not be financially advantageous as additional fees apply, which can be steep.
Please note not all card brands adhere to the same rules, so all statements are not absolute. The industry is constantly evolving, which we find not to be in the merchant's favor.