Best Practices
Follow these best practices to minimize chargebacks, prevent fraud, and handle disputes efficiently.
Prevention Strategies
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Keep Detailed Transaction Records
Maintain comprehensive records for all transactions
- Store invoices and payment confirmations
- Keep delivery receipts and tracking numbers
- Save all customer communications
- Document refund and cancellation requests
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Respond to Disputes Quickly
Time is critical in dispute resolution
- Set up instant email alerts for disputes
- Create response templates for common issues
- Aim to respond within 24-48 hours
- Never miss the final deadline (usually 7-14 days)
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Use Fraud Detection Tools
Leverage technology to prevent fraudulent transactions
- Enable Address Verification System (AVS)
- Require CVV for card transactions
- Implement velocity checks for unusual patterns
- Use two-factor authentication for high-value orders
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Maintain Clear Communication
Transparency reduces disputes significantly
- Display clear refund and return policies
- Send order confirmation emails immediately
- Provide tracking information proactively
- Make customer support easily accessible
Evidence Checklist for Disputes
When responding to a dispute, include as much of the following evidence as possible:
| Evidence Type | Description | Priority |
|---|---|---|
| Transaction Receipt | Original payment confirmation with timestamp | Required |
| Delivery Proof | Tracking number, delivery confirmation, or signature | Required |
| Customer Communication | Emails, chat logs, or support tickets | Recommended |
| Product Description | Screenshots of product page and terms | Recommended |
| Refund Policy | Your published refund and return policy | Recommended |
| IP & Device Info | Customer's IP address and device fingerprint | Optional |
Common Mistakes to Avoid
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Missing deadlines
Automatic chargeback decision against you
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Incomplete evidence
Weak case even with valid claims
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Ignoring small disputes
Pattern of disputes affects merchant rating
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No customer verification
Higher risk of fraudulent transactions
Red Flags: Fraud Indicators
Watch for these warning signs that may indicate fraudulent activity:
⚠️Multiple failed payment attempts
⚠️Mismatched billing and shipping addresses
⚠️Unusually large orders from new customers
⚠️Rush shipping requests
⚠️Multiple orders with different cards
⚠️IP address from high-risk region
⚠️Email addresses with random characters
⚠️Orders placed at unusual hours
⚠️Requests to change shipping address after payment
Pro Tips for High Win Rates
- ✓Respond within the first 24 hours of receiving a dispute
- ✓Use our pre-built response templates for consistency
- ✓Include a clear timeline of events in your response
- ✓Always remain professional and factual in communications
- ✓Proactively refund obvious errors to avoid disputes altogether
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