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Security & privacy

Payment disputes: What is a chargeback?

A chargeback is a request for money after a cardholder questions the validity of a transaction. Chargebacks may also be preceded by requests for information such as retrieval requests or fraud reports.

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High-value transactions

Here’s how to accept high-value payments while reducing the risk of a chargeback or other complications.

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Transaction and verification limits

This article explains the difference between your transaction limit, and your verification limit.

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Deal with blocked devices

If your device is showing "Blocked device", its security mechanism has triggered to protect it. However, if it's still in warranty, here's how to replace your blocked device.

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Take secure payments

We want you to take the safest card payments possible to protect your business from fraud and to minimise the risk of reversals and erroneous chargebacks because the client didn’t recognise the payment on their bank statement. Although chargebacks cannot always be avoided, there are steps you can take to prevent them.

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Recognise phishing attacks

Phishing is an online scam technique whereby scammers impersonate legitimate organisations or people in order to access sensitive information. The following tips will help you recognise and avoid phishing scams.

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Restricted businesses

As a regulated entity, we operate under strict requirements imposed by the financial regulator, the card schemes (Visa, Mastercard and American Express) and our acquiring banks, who act as a gateway to the card services.

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Brexit - here's the plan

As a SumUp merchant, you may have wondered what the approaching Brexit deadline means for you. Rest assured, we have got you covered!

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GDPR, SumUp and my data

At SumUp, we take data protection very seriously. Here's everything you need to know about how we handle your information and keep your data secure.

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Payment disputes: Chargeback procedures

Chargebacks can be stressful. So to help out, here's a guide to payment disputes, including SumUp’s own chargeback procedure, from the first request to the final decision.

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Payment disputes: Contesting chargebacks

There are a variety of scenarios that could lead to a chargeback and each of them requires slightly different supporting evidence to contest. Here, we’ve compiled a list of common types of payment dispute and how to object them.

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Payment disputes: Retrieval requests and fraud reports

Retrieval requests and fraud reports are cardholder requests for more information on a transaction. They aren't requests for money, but could lead to a chargeback if the requested information isn't provided.

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Defend against phishing attacks

Prevent the loss of sensitive information by defending against phishing scams that seek to steal and expose your personal information. Here are a few tips on how to protect yourself against phishing.

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Merchant security

The security of both your data and that of your customers is our top priority at SumUp. This is what we do to keep it safe.

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What is Strong Customer Authentication? (SCA)

3D Secure 2 (3DS2) and Strong Customer Authentication (SCA) are measures put in place to make online payments more secure. SCA verifies a customer's identity before confirming purchases with the intent to reduce electronic payment fraud.

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Security

Your security is of the utmost importance to us at SumUp. Here, we've collected information on everything you need to know about how we keep you secure.

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Invoice inquiry

We are obliged by our payments providers to check the legitimacy of the transactions. We might be required to collect additional information, such as an invoice (in PDF format), from you to verify the payment.

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