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Increase your chances of winning a chargeback

Dealing with chargebacks can turn into a painful process for online businesses. Chargebacks can cost you more than just lost sales; those losses combined with associated fees can result in a major business drop.

To protect you from the downsides of the chargeback process, we have a dedicated chargeback team whose main objective is to ensure a high winning rate for your disputes, while making the entire experience better for you and your customers. The reasons why you should care about chargebacks are obvious:

  • Chargebacks are expensive, both in fees, and lost revenue
  • Chargebacks are time-consuming from a labor perspective

Chargebacks are disputed by 2Checkout on your behalf, as we attempt to win a chargeback reversal in order to save the value of the transaction. But there is no proven process for winning, and there is no way to guarantee success. 

Separation of chargeback requests

To ensure lower costs and resolution time for all the parties involved, Visa has started to differentiate between 2 dispute types: allocation and collaboration.This separation has been made to allow Visa's internal system to use their own internal data more effectively and incorporate automation whenever possible.

  Allocation Collaboration
Management style Liability-Assessment Model Litigation-Based Model
Action taken Visa will consult internal data and assess liability to either the cardholder or the merchant. The merchant has a chance to respond to the dispute with compelling evidence; the outcome will be determined by issuer and acquirer together (similar to current processes)
Dispute categories Fraud, Authorization Customer Dispute, Processing Error

Maximize your chargeback winning rate

Obviously, the best protection is to do everything you can to prevent chargebacks from being filed. But no matter how vigilant you are, chargebacks are inevitable, so preparation and anticipation are the key. Winning a chargeback dispute is difficult, but not impossible.

Digital goods

For the Collaboration chargeback type, you can help us improve your chargeback winning rate by providing the following documents (where applicable), in PDF format:

  • Evidence of cardholder or customer is in possession of the merchandise and making use of the service
  • Evidence of e-correspondence if available (email communication between you and the customer)
  • Description of merchandise or service purchased
  • Evidence that the goods or services described on the invoice were delivered or provided as described (authentic merchandise)
  • Evidence that the cardholder did not attempt to return the merchandise or cancel the service
  • Proof that the cardholder failed to meet the cancelation terms of the signed contract 
  • Evidence to demonstrate that the cardholder received the merchant's cancelation or return policy and did not cancel according to the disclosed policy
  • Description of the goods or services successfully downloaded, the date and time such goods or services were downloaded and two or more of the following:
    • Purchaser’s name and email address linked to the customer profile on record with the merchant
    • Evidence that the profile set up by the purchaser on the merchant’s website or application was accessed by the cardholder and successfully verified by the merchant before the transaction date
    • Proof that the merchant’s website or application was accessed by the cardholder for goods or services on or after the transaction date
  • Documentation confirming the cardholder or authorized user is registered to purchase goods with a password and must provide one or more of the following documentation
    • Other completed undisputed purchases prior to, or after, the alleged fraudulent transaction
    • Details of the purchase
    • Proof of delivery
    • Email addresses to support digital download delivery
    • Evidence that the cardholder or authorized user registered the disputed goods and services for purposes of warranty or future software updates
    • Evidence that the disputed goods or services were used

Physical goods

For the Collaboration chargeback type, you can help us improve your chargeback winning rate by providing the following documents (where applicable), in PDF format:

  • Emails or photographs to prove a link between the shopper and the cardholder, or to prove that the cardholder disputing the transaction is in possession of the merchandise and/or is using the merchandise or services
  • For an e-commerce transaction in which the merchandise is delivered or collected from the merchant's location, documentation (proof of delivery, tracking numbers) that the item was delivered or any of the following:
    • Signature of the cardholder on the pick-up form
    • Copy of identification presented by the cardholder
    • Details of identification presented by the cardholder
    • Copy of the invoice
  • Evidence, such as photographs or emails, to prove that the merchandise or service matched what was described
  • Documentation to prove that the cardholder did not attempt to return the merchandise
  • Evidence that returned merchandise has not been received
  • Evidence that the merchant tried to repair or replace merchandise/services
  • Documentation to prove that the merchandise is not counterfeit
  • Evidence that the terms and conditions were clearly communicated to the cardholder before the transaction was processed
  • Cancelation and return policy
  • Any communication with the customer, including emails or social media interactions
    • Proof that the merchandise delivered was not damaged or defective
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