Preventing chargebacks when using Virtual Terminal

Virtual Terminal is a great way for your business to increase customer convenience and accept payments for services rendered – even when the cardholder is not present. When asking for remote payments, it is essential to follow some best practices to ensure a good experience for your customers.

Here are some steps to help you secure a payment safely:

  • Ensure your customers are 100% satisfied with the services provided.
  • Inform your customers if and when you will be charging their card.
  • Request explicit authorization for any remote payments.
  • Clearly communicate to the client that the credit card should belong to him/her.
  • If your 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.
  • Be especially mindful of charging the correct amount.
  • Provide your customers with a receipt after charging a payment.
  • 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.

Additionally, 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 recognizable on the statement. If this is not the case, let us know so we can change it for you.
  • Clearly communicate to the client your refund and delivery policy. Inform your client that in case of a problem, it is required that they try to solve the issue with you first.
  • 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.
  • 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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