Minimise the chances of chargeback

To minimise the chance of an accidental chargeback or retrieval request, please do the following:

  • Please make sure, that the business name you entered during the registration is known to your customers because this is the name that will appear on the bank statement of your clients. If you would like to change the business name, please contact our Support Team.

  • If the customer wants to make a payment with a company/corporation credit card please request to send a copy of the receipt to the company's accounting department.

  • Make sure to avoid duplicate payments. When using SumUp to transact, you will receive live confirmation as to whether or not the payment was successful. This is signalled by a green tick, at which point you can provide the customer with a receipt. If it wasn’t successful, you will see a red cross or a red exclamation mark. Additionally, you can always check your Sales History in your SumUp App or in your SumUp profile.

  • Respond promptly to retrieval requests. Both customers and card issuing banks may request copies of sales and credit drafts. Check out this guide on retrieval requests for more information.


  • To prevent that your customer can’t identify the charge on your bank statement, it’s advisable to inform your customer in advance that SumUp will appear on the bank statement as the bank account owner, but your business name will be shown in the reference (SUMUP* business name).

  • As SumUp offers the function to send a receipt to your customer by email or text message (or connect a compatible receipt printer), we also recommend using this function. Besides this option, you can also create a standard handwritten receipt. By doing so you can assure that your customer has a reminder/proof of the payment in case he might have difficulties with identifying the charge on his bank statement.

Security tips for taking card payments

  • If you wish to refund a customer for a payment, always issue the refund directly back to the payment card. If you must provide a refund via cash, check, or money order, make sure to obtain a signed agreement that your customer received the refund.

  • We recommend to have the client in front of you to ensure smooth processing of a secure card-present transaction.

  • Chip & PIN provides added security when used at the SumUp chip-enabled terminal.

  • Make sure the credit card is not damaged—hold on to the card during the payment transaction, this will allow you to examine the card.

Security tips to prevent fraud

  • Match Billing and Shipping addresses—if you are shipping an item, check whether the billing and shipping addresses match. If they don’t match, ask your customer why. Their answer should make practical sense. If it doesn’t, do not accept the payment. If you have any questions about accepting a payment, always feel free to contact us.

  • Validate the payments with the real client’s signature. In certain cases, the customer will be asked to sign on the screen of your smartphone/tablet instead of entering the PIN. It’s not possible to choose between PIN or signature. The card itself determines which authorisation type is preferred. Compare the signature to the back of the card. Check additional identification if necessary. If the card is unsigned, request a photo ID that has a signature, and have the cardholder sign the card. In the best-case scenario, request the payment to be performed with another card. Never sign the screen on behalf of the customer.

  • With the Chip & Signature payments, the merchants have the responsibility to check the legitimacy of the signature.

  • Make sure that the credit card belongs to the client.

  • For high-value transactions, (e.g. £10,000 and more) make sure to request a photo ID to check the card belongs to the client.

  • Delivery Confirmation: If you are shipping a product, make sure to keep the tracking information and a delivery receipt. For large orders, require a signature confirmation at delivery.


Things to avoid

  • Enter the full amount of the sale—do not break the sale into several smaller amounts. Please be aware that it’s not allowed to split one amount into several transactions to avoid security limits of your customer’s card because this is against the terms and conditions of our banking partners. Our security system possesses measures to detect split transactions.

  • Never sign the screen on behalf of the customer. Always validate the payment with a signature (in case it misses the signature or the signature is unacceptable, the official representation of the information request/chargeback won’t be acknowledged by the issuer).

  • Please be aware of the fact, that self-financing (taking payments with your own card) is prohibited based on the terms and conditions of our banking partners. Our security system possesses measures to detect signs of self-financing. Such transactions are due to be refunded.