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can/should merchant win chargeback dispute if AVS passes?
If merchange get AVS match, but still fraudulent, can/should we win?
DavidJC




msg:3187854
 7:53 pm on Dec 13, 2006 (gmt 0)

scenario:
stolen credit card is used to purchase goods online. Legit billing address is used and passes AVS check but another shipping address is used (presumably where the criminal will try to retreive the goods). When the real owner of the card sees charge they of course file a complaint and we get a chargeback. If we, the merchant, have the transaction information including the good AVS response can we win the dispute? should we win the dispute?

 

Dogza




msg:3187864
 8:00 pm on Dec 13, 2006 (gmt 0)

No, The order didn't ship to the billing address. End of story. You will not win in a chargeback.

RedWolf




msg:3187961
 8:59 pm on Dec 13, 2006 (gmt 0)

I agree with Dogza. That was the case in my one chargeback. What makes it worse, is that I verified it was the same person. I should have tried filing a criminal complaint against them, but since it was out of state, I figured I wouldn't have much luck. About two weeks after I got the chareback and was following up on it, I found out the person had gotten fired from the company they had the shipment sent to.

sja65




msg:3187967
 9:12 pm on Dec 13, 2006 (gmt 0)

It doesn't matter if everything matches. If the customer doesn't want to pay, they can get out of it. They can say - package never arrived, only received an empty box, product was damaged, product wasn't what they ordered, etc.

Regardless, the merchant is out of luck. You may win a few chargeback disputes with the right documentation and stupid admissions by the "thief", but if they have any brains, the chargeback will go through.

Corey Bryant




msg:3188035
 10:24 pm on Dec 13, 2006 (gmt 0)

What was the reason code? If the reason code is 83 - accept the chargeback. There is no fight to this one unless you have the consumer's signature.

And who is the card association as well? Chances are slim to none that you will win this chargeback

-Corey

stajer




msg:3188046
 10:34 pm on Dec 13, 2006 (gmt 0)

sja65 - that has not been my experience. I have never lost a charge back where I had done three things:

1. AVS the shipping address
2. Ship to that address
3. Require a signature at delivery

ispy




msg:3188107
 11:34 pm on Dec 13, 2006 (gmt 0)

I think the differences problem here is the processors people are using, not the credit companies themselves. The issue is whether your processor where you have your merchant account (there are many of these and you can pick and choose) is willing to relay the information regarding a chargeback to you in a timely manner and ask you for the needed information which they relay back to the customers bank in your defence. Some of them have virtual terminals you can use and adapt for a website. Like businesses, some are more diligent then others, apparently some suck. You have to be willing to get a good processor, in my experience this is at your bank or a small firm which has the time to care about your account. Go to a local bank which caters to brick and mortars, not some affiliate behemoth raking in internet merchants online.

Corey Bryant




msg:3188599
 2:05 pm on Dec 14, 2006 (gmt 0)

Actually a lot of banks partner with a merchant account provider (MAP). A MAP takes on a lot more risks and most banks cannot afford that risk.

For example, Chase is now partnered with Paymentech and First Data owns a percentage of that company as well. For an internet merchant account, you would really want to consider a MAP.

Some banks will not even separate the MAP and your checking account with them. So if you get a lot of chargebacks - your checking account might run the risk of exposure and closure.

But once again, it goes back to what the chargeback code was and what card association? The card association is what governs the chargebacks not the MAP - they will try to give the association all the information at times, but it is a vicious circle.

-Corey

adamnichols45




msg:3189419
 12:26 pm on Dec 15, 2006 (gmt 0)

You cant really win any of your charge backs but by only shipping to the billing address you will cut your charge back figure loads.

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