Preventing chargebacks during remote payments

Our features Mobile Payments and Virtual Terminal allow you to accept payments for goods and services even when the cardholder isn't present.

When taking remote payments, it's important to follow these best practices to make sure both you and your customers have a positive experience.

Here are some steps to help you take payments securely:

  • Make sure the customer is 100% satisfied with the goods or services provided.
  • Let the customer know if and when you will be charging their card.
  • Make sure you’re charging the correct amount.
  • Request authorisation for any remote payment. 
  • Communicate that the credit card being used must belong to the customer.
  • If the customer wants to make a payment with a company/corporation credit card, request to send a copy of the receipt to the company's accounting department.
  • Enter the entire amount of a sale. You may not split the amount into several smaller transactions to avoid the security limits of a customer's card. This is against the terms and conditions of our banking partners.
  • Send the customer a receipt after charging a payment.

Note that remote payments are more susceptible to chargebacks and fraud.

Here are some ways you can protect your business:

  • Inform your customer that their payment will appear on their statement as SUMUP *YOUR BUSINESS NAME*. Please ensure that your name is recognisable on the statement. If this is currently not the case, let us know so we can change it for you.
  • Communicate your business' refund and delivery policies to the customer.
  • Let the client know that in the event of a problem, they must first try to solve the issue with you.
  • When issuing a refund, always issue the refund directly back to the card used for the payment. If you must provide a cash, cheque or money order refund, make sure to get a signature from your customer confirming that they received the refund.
  • Maintain proper documentation of all payments.
  • Keep records of all delivery documents for any goods and services provided.
  • Ask for further verification when you suspect any unusual activity.
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