Avoiding Fraudulent Chargebacks


In my long history as a consumer, I’ve disputed exactly two credit card charges. In the first case, I paid a hefty deposit to have temporary walls installed in an apartment, but the workers never showed up to install the walls. Well, they showed up a day late, at which time they yelled at me over the phone for not being at home to let them in. They never contacted me about a delay, and I had been unable to reach anyone at the business the day they were supposed to come. For obvious reasons, I lost interest in doing business with this company. When they refused to refund my deposit, I called my credit card company and disputed the charge—and thanked my lucky stars that I hadn’t paid in cash.

In the second case, I purchased a fleece jacket at a big name retail store in New York City shortly after Hurricane Sandy. The store was having residual issues with their credit card system, and they processed my order by hand. My next credit card statement was a mess; in addition to the correct charge for the fleece jacket, there was a large refund for an item I had never bought—much less returned—and an even larger unauthorized charge for a men’s winter coat. I contacted the company about the charges, explaining in a very friendly manner that the by-hand credit card processing had clearly resulted in some sort of mix up. I was kept on hold for a while, then transferred to another department where I again explained the situation. After being put on hold again, I was ultimately instructed to dispute the charge via my credit card company.

In neither case do I have any idea what transpired between the credit card company and the businesses. All I know is that I received my refunds, and I felt properly protected as a consumer.

But what if I was lying? Would the credit card companies have been equally effective at securing my refunds? Who would have protected the merchants from my false claims?

This is precisely the kind of problem that led to the founding of Chargebacks911. Chargebacks 911 is dedicated to protecting merchants from my evil twin, the friendly fraudster who makes online purchases and then disputes these perfectly legitimate charges through her bank, claiming she never authorized the transactions. Perhaps this has happened to you. If fraudulent chargebacks are an issue for your business, Chargebacks911 may be able to help. For a monthly fee, they will handle your business’s chargebacks and consumer disputes, allowing you to focus on the less irksome aspects of running your business. Chargebacks911 claims that with their help you can expect to win 60-85% of responses, a rate that is dependent on your business’s processing system and “the types of offers you run.”

To get you started, Chargebacks911 offers three helpful tips to help prevent fraudulent chargebacks:

  1. 1. Engage in more communication. By providing customers with many different opportunities to contact you, you place your business in a better position to handle legitimate grievances and avoid having to deal with a customer’s bank.
  2. 2. Require a signature upon delivery of goods. This helps prove that a customer fraudulently claiming to not have placed an order did in fact place—and receive—the order.
  3. 3. Keep track of customer records and account histories. This puts you in a position to track suspicious activity and can lower your risk of accruing chargebacks.

If you’re experiencing problems with chargebacks, check out Chargeback911. At their website you will find a plethora of tips for protecting your business from friendly fraud, as well more information about their full range of services.




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PointOfSale.com is a leading industry news site for the point of sale and payments industry.We are also the go-to resource for small business owners that want expert tips and inspiration on how to run a successful business. Collectively, our team of experts has decades of POS, payments, and small business experience.