Fraud management, or opposition

Payment reported as Fraud :

This is the most common reason for a dispute and occurs when a cardholder states that they do not authorize the payment. This can occur if the card was lost or stolen and used to make a fraudulent purchase. It can also occur if the cardholder does not recognize the payment as it appears on their bank's billing statement.

Duty to Reverse: Have the cardholder remove the stop payment by helping them identify the payment or prove to the bank that their cardholder authorized it.

How to respond: First, try to get in touch with the cardholder. Sometimes people forget about the payments they make. It is also possible that there is an additional cardholder on the account or someone authorized to use the card (e.g., a spouse) who made the payment and the person is unaware of it. If this is the case, ask them to tell their bank that they want to withdraw the stop payment. Removing the cardholder is by far the best way to ensure that the dispute is resolved in your favor. If they agree to do this, you still need to submit evidence for the stop payment. The evidence should include a statement that the cardholder has agreed to withdraw the stop payment (including any email correspondence), as well as the suggested fields below.

If you believe that the payment was actually made using a stolen credit card, you will need to accept the dispute. The credit card networks impose the responsibility of accepting fraudulent payments with you, the company. However, if you believe that the dispute is not valid, you can try to prove it with the following information:

Shipping address
Shipping date
Carrier
Tracking number
Proof of deposit of the package
Copy of the T&Cs
Email exchanges

Send all these documents to support@boxraiser.com_

Product not received :

Customer claims they did not receive the products.

Must reverse: Prove that the customer has received their box. This must have occurred prior to the date the dispute was initiated.

How to respond: First, contact your customer. Understanding why they filed the complaint will be important in ensuring your customer gets the product and will provide you with critical information to prevent this from happening to others.

Removing the cardholder is by far the best way to ensure that the dispute is resolved in your favor. If they agree to do this, you should always submit evidence for the dispute. The evidence should include a statement that the cardholder has agreed to withdraw the dispute (including any email correspondence), as well as the suggested fields below.

Shipping Address
Shipping date
Carrier
Tracking number
Proof of deposit of the package
Copy of the T&Cs
Email exchanges

Updated on: 24/01/2023