Fraud or Dispute Management
Payment Reported as Fraud:
Section titled “Payment Reported as Fraud:”This is the most common reason for a dispute and occurs when a cardholder claims they did not authorize the payment. This can happen 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 billing statement.
How to overturn: Ask the cardholder to withdraw the dispute by helping them identify the payment or proving to the bank that the cardholder authorized it.
How to respond: First, try to contact the cardholder. Sometimes people forget payments they made. 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. If so, ask them to tell their bank they want to withdraw the dispute. Cardholder withdrawal is by far the best way to ensure the dispute is resolved in your favor. If they agree to do so, you should still submit evidence for the dispute. The evidence should include a statement indicating that the cardholder agreed to withdraw the dispute (including any email correspondence), as well as the fields suggested below.
If you believe the payment was actually made using a stolen credit card, you will have to accept the dispute. Credit card networks place the liability for accepting fraudulent payments on you, the business. However, if you believe the dispute is not valid, you can try to prove it with the following information:
- Shipping address
- Shipping date
- Carrier
- Tracking number
- Proof of package delivery
- Copy of Terms and Conditions
- Email exchanges
Send all these documents to support@ciklik.co
Product Not Received:
Section titled “Product Not Received:”The customer claims they did not receive the products.
How to overturn: Prove that the customer received their box. This must have occurred before the date the dispute was filed.
How to respond: First, contact your customer. Understanding why they filed the complaint will be important to ensure your customer receives the product and will provide you with critical information to prevent this from happening with others.
Cardholder withdrawal is by far the best way to ensure the dispute is resolved in your favor. If they agree to do so, you should still submit evidence for the dispute. The evidence should include a statement indicating that the cardholder agreed to withdraw the dispute (including any email correspondence), as well as the fields suggested below.
- Shipping address
- Shipping date
- Carrier
- Tracking number
- Proof of package delivery
- Copy of Terms and Conditions
- Email exchanges