Helpful Tips and Frequently Asked Questions

What Is a Chargeback?

A chargeback is a transaction disputed by your customer or their card issuer. Chargebacks may require extra processing time and involve extra cost. Elavon helps streamline the process of tracking and managing chargebacks through our expansive chargeback department. Here are a few tips to help you manage and avoid chargebacks:

For All Transactions

• Obtain authorization for the full amount of the sale. Do not split a declined transaction into smaller increments to obtain an authorization. If an authorization request is declined, request another form of payment. An authorization code doesn't guarantee that a transaction will not be disputed later.
• If you wish to process a refund for a transaction, refunds should be issued to the card that was originally charged, not refunded through cash, check or another payment card.

For Face-to-Face Transactions

If you have a special policy regarding customer returns or refunds, be sure it is printed on the sales receipt in letters approximately 1/4 inch high and in close proximity to the card holder's signature line.

For Card Not Present Transactions

• Verify the card holder's identity by obtaining phone number and address by using the address verification system (AVS). Verify the card verification value (CVV2) printed on the back of the card. Use of CVV2 and AVS can lessen a mail order/telephone order or internet merchant's risk of chargebacks by providing better information on which the merchant can make better business decisions.
• Charge the cardholder and the time the merchandise is shipped.