The Chargeback Retrieval Process

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In the article Chargeback Process, Instabill explained how George, an e-commerce merchant who sells weight loss supplements, incurred a chargeback. Leroy, his customer's husband, did not recognize the charge on their Visa billing statement because George did not provide a sufficient billing descriptor. Now it is time for George to reverse the chargeback through a process called chargeback retrieval.

Since Visa and MasterCard set the same requirements for each merchant disputing a chargeback, it is safe to assume that the chargeback retrieval process is universal.

Gathering Your Chargeback Retrieval Documents

George's merchant account provider notified him of the chargeback and let him know that he has a five-day window to dispute the charge. The chargeback retrieval process includes gathering documents that validate the purchase Leroy's wife, Mary, made. This can include a signed invoice, electronic signature, transcripts from a telephone authorization from Mary, or a signature from George's shipping service verifying Mary or Leroy received the package.

The first thing George must do when gathering his chargeback retrieval documents is make sure he saves all documents as TIFF files. He must also make sure that he sets the page size for each document to 8.5" by 14" (legal size). The last thing George must do before sending his documents to his merchant account provider is name them according to Visa and MasterCard's standards.

George will name his file based on the type of credit card his customer used—V for Visa and M for MasterCard—as well as the customer's pay ID number (e.g., V7335). If he is submitting multiple documents, he must number them in a sequential order using underscores (e.g., V7335_1, V7335_2, V7335_3).

Once George has gathered his chargeback retrieval documents, he must send them to his merchant account provider. From there, the merchant account provider will forward the documents to the credit card company.

Results from Your Chargeback Retrieval

Although this scenario discusses a chargeback from a Visa credit card, it can take up to 75 days to resolve the chargeback depending on the credit card company. If George wins the chargeback retrieval, he will still have to pay the chargeback fee, but he will also receive the previously approved funds from Mary's purchase. He will also keep his chargeback level down. However, if George loses the dispute, he will not only lose money from paying the fee and returning the purchase money, but he will also raise his chargeback level.

Preventing Chargebacks with Instabill

George should not rely on winning a chargeback retrieval to keep his chargeback level low. There are ways he could have prevented this chargeback from occurring.You can read about how to .

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