Before transactions

A common cause of unnecessary disputes is customers not recognising a legitimate payment they made. You can help customer to recognise transactions with the following:

  • Edit your billing descriptor - customise how your name appears on customer bank statements

  • Customise receipts and edit invoice business details - ensure customer-facing details are always up to date and accurate

  • Provide contact options - ensure your customer knows how to get in touch with issues so you can resolve them before they escalate

What’s a chargeback?

Chargebacks occur when customers dispute payments and seek to get their money through arbitration. Learn more about chargebacks.

During transactions

  • Validate customer identity - compare customer signatures with the signature on their card and consider validating high-value payments with photo ID

  • Confirm transaction statuses before retrying payments - attempting payment again before transactions complete risks customers paying twice. Check your transaction status if in doubt

  • Check the payment card - damaged cards could cause duplicate payments

  • Never split payments to avoid card payment limits. Doing so may be in breach of bank’s Terms & Conditions and result in additional complications.

Always check the card used belongs to the customer and never sign documents on behalf of a customer.

In-person payments are less risky

Payments made face-to-face and confirmed with a PIN code are typically more secure. Try to accept payments this way if possible.

After transactions

  • Send receipts - receipts also act as evidence if a payment is disputed. You can resend or reprint receipts from any past transaction

  • Keep proper documentation - maintain records of relevant receipts, invoices and contracts, especially for high-value transactions

  • Refund payments you suspect to be fraudulent and contact us with the details.

If accepting payment from a company credit card, send a receipt to the company’s accounting department to avoid confusion.