Retrieval requests, chargebacks and fraud notifications

At SumUp we do everything in our power to minimise fraud and through that the chances of a chargeback. In case you still receive a retrieval request, chargeback or a fraud report follow the guidelines in this article.

In this article:

Retrieval requests

What is a retrieval request?

A retrieval request occurs when your customer or your customer’s bank requests more information about a transaction that appears on his or her card statement.


Are any funds deducted from my bank account as a result of a retrieval request?

No, a retrieval request is just a request for information. You will not be charged for the amount of the transaction belonging to the retrieval request. Failure to provide us with the requested details and documents on the transaction may result in a chargeback.


What should I do if I receive a retrieval request?

You will be duly notified of the retrieval request and you will be asked to provide us with all relevant information and documents on the purchase to be forwarded to the client’s bank. You can find the requirements for the requested documents here. If you have the option, the best practice is to contact your client to solve the issue and ask them to call their bank to stop any potential chargebacks.

Chargebacks

What is a chargeback?

When a card transaction is disputed (either at the request of the cardholder or by the cardholder’s bank), you may receive a chargeback. If a chargeback occurs, you will be charged for the amount of the transaction.

We will actively support you to dispute the chargeback and to recover the charged amount from your customer’s bank.

What are reasons for a chargeback?

Some of the reason for chargebacks may include:

  • Merchandise is damaged in transit and arrives broken.
  • A cardholder returns the merchandise but has not received a refund.
  • A cardholder disputes a transaction as a fraudulent use of their card.
  • A cardholder doesn’t recognise the charge on their banks statement.
  • A cardholder disputes the quality or receipt of merchandise.
  • The amount charged was incorrect.
  • Processing errors were made during the transaction.
  • Merchant did not fulfil a retrieval request.

What happens during a chargeback?

A chargeback happens when a customer contacts their card issuer to dispute a transaction. The chargeback is passed through the applicable payment network to the merchant. Your SumUp account will be charged at the time the chargeback is received. A fee of 10.00 £/ 10.00 € will be applied additionally to cover the expenses incurred through the chargeback. Please be aware that this fee is will be charged by the payments provider and is not caused by SumUp.

The chargeback includes a “respond by” date. Since the payment networks only allow a limited amount of time to respond to a chargeback (and dispute it), it is critical that any response to the email we send you be provided by this within the requested timeframe. We actively support you to dispute the chargeback and to recover the charged amount from the cardholder’s bank.

What should I do if I receive a chargeback?

If you receive a chargeback, read our chargeback email carefully and see if you are able to provide the requested information.

How do I manage chargebacks?

If a buyer contacts you with a complaint about a purchase, work with that buyer to resolve the dispute. If you can't resolve the dispute to your mutual satisfaction, instruct the buyer how to return the merchandise.
Once the merchandise has been returned to you, issue a refund to the same credit card used to make the purchase. Don't accept numbers and information that don't match and use common sense to assess the risk. Make sure to keep us informed as our experience might be of help to resolve the issue.

To avoid chargebacks with the reason “Transaction not recognised” make sure that the business name registered with us is easily recognisable.

In case the product was shipped: to ensure safe receipt of merchandise, use a form of shipping that provides proof of delivery. For higher ticket items, require a signature for delivery.

You can find tips on how to prevent chargebacks here.

Fraud reports

What is a fraud report?

A fraud report occurs when your customer’s bank notifies us that the card used for the payment has been reported by the customer as fraudulently used, lost, stolen or counterfeit.
At this point you won’t be charged, but it is highly likely that a chargeback will follow with fraud reasons.


What should I do if I receive a fraud report?

You will be duly notified of the fraud report and you will be provided with further instructions.
If you have the option, the best practice is to contact your client to solve the issue and ask them to call their bank to stop any potential chargebacks.

 

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