What: a charge-back is when a customer disputes their payment to us. We have to prove they did purchase what they said and that we did deliver.
When: As needed. When a bank requests charge-back documents please action immediately.
Why: Having a charge-back on our Merchant Account increases our risk factor and they can increase our transaction %. If it goes in favor of the client, then we also have to pay their money back. So we must action quickly.
Who: WW Office
1. First check previous charge-backs to see if the Credit Card number is the same as a previous chargeback. If yes, then check to see if it went in our favor or theirs. If our favor, phone to see if we need to send in additional paperwork for new charge-back with same customer (sometimes its an automatically generated letter and we don't).
2. Search for transaction in eway
Go to Eway.com.au and click on Log in option (top right hand side)
Select My Eway portal
We have 2 eway accounts: Wildly Wealthy (all transactions from 8th May 2015) Inspired Spirit (most ISCA transactions prior to 8th May 2015). Ask Sandy for Lastpass logins
Click on Reporting from the top menu then click on Transaction Report
Enter persons Credit card number and a specified date range or transaction number.
Click Search - this will bring up the persons transactions and name
Find the same payment that matches the charge back amount and date
3. Log into IFS and search persons name (LINK TO HOW TO DO THIS HERE)
4. Open sample charge-back documentation (LINK TO DOC HERE and where do doc is)
5. Duplicate sample doc and change ref. number and persons name and save to (PUT DETAILS HERE)
6. Update sample doc to be relevant to this customer
7. Save Doc and write on Bank docs where/when saved
8. Send Paperwork to bank (banks docs and our docs) as requested. By email is best, because when we post, they then scan the docs and email to clients bank and they are very hard to read - therefore it is more likely the charge-back will go in favor of the customer if documents aren't easily readable.
9. File bank docs and printed doc in digital and printed format (where do we file them)