Видео

You are well within your chargeback window. I've heard different answers about the timing (6 months being the general rule) but I know in some circumstances it can be more than that. I know this for certain because I've personally gone back further, but in my case it was an annual payment for a service that was never rendered. In summary, it tends to depend a little bit on what's bought / the fulfillment cycle, but I believe you should have at least 6 months. You can file a dispute under services not rendered / product not received. Hope that helps!

Opposite of mine.. Im the one who bought an online item and got scammed and never ever received the item that I bought 😂 Had been blocked, never ever reach out to me after I paid for the item 😅 What should I do?😂

Per the video winning disputes can be a big uphill battle. It's the card issuer that makes the decision. The best thing to do is pay attention to the dispute reason code (what is the customer saying - "It's not as described" OR "I never got what I paid for". Make sure that when you provide your dispute evidence you're fighting the right battle. If you can provide proof that they've enjoyed the service that is strongly beneficial to your favor - so long as you lay your dispute response out very cleanly. That said, it's the cardholders card issuing bank that will render a decision, so make sure you provide a CLEAR case (not long - clear) with the best information that you can.

Proof of delivery isn't always enough to win. For example, if it's just a Fedex electronic signature (that usually isn't legible) that's not too helpful. On the flipside, if the delivery person took a timestamped photo of the package, and the house, showing the address, that's a lot better. I find that with chargebacks it's usually shades of grey rather than a clear cut win-or-lose. The better evidence you have the more likely you'll win. Having proof of delivery, and the clearer it is the better, will always help. Sorry that I can't give you a definitive yes or no. Chargebacks just don't seem to work that way.

@MerchantaccountsCanada Thanks a lot for your time

That's an interesting question. I believe you are asking from the cardholders perspective, if you didn't get what you were promised but then the merchant somehow got to keep the money. That is not supposed to happen, and I'm not used to arguing it in that direction. I would suggest that you contact your bank, but you already will have done that if you've done the chargeback. Ultimately though, it comes down to proof. Whatever your chargeback is about (non-delivery, item not as described, etc) - you have to be very clear about why you are requesting the chargeback and make sure that your proof backs it up.

@@MerchantaccountsCanada I’m a seller too but customers get scammed too, you sound biased to the seller. I fell for a scam merchant that sold stolen software and violated federal law by reselling something licensed under the GPL Public license and the software didn’t even work and they kept charging my card weekly and my bank did absolutely nothing and ruined my credit for 10 years

I provided documentation of the federal laws violated and the scam merchant sent a mountain of legal papers to the bank and the bank didn’t even read it. And they just sided with the scammers whose email in their own website was even fake and they were completely unreachable. Fake email, fake website, stolen publicity licensed open source freeware that didn’t even work as advertised. They caused millions of dollars of damage to my reputation because I refused to cooperate with a scam so my credit card charged off and ruined all my credit opportunities for over 10 years

This is interesting feedback. I'll be sure to pass it along to them.

I think there are several that can do it. A potential new client on a call yesterday actually told me the name of one, but we didn't spend a lot of time talking about it and I forget what the name of it was. (I realize that's not helpful - just being honest. I didn't write it down and I didn't expect your question on the RUclips notifications when I checked today!). They did say that the checkout flow didn't look quite as nice, but it did let you work with any payment gateway you wanted. The service that I was referencing in the video is www.foxy.io. It's not built specifically to solve the Shopify problem, but I believe it's still technically possible to use it so that they take over the checkout flow. In general, I love foxycart! The only downside is that in theory Shopify could shut this down (to any service provider) at any time but limiting their API or turning off the needed functionality. The merchant I was speaking to last night was in EXACTLY the situation discussed in this video, and it sounds like you are as well. Shopify makes things easy, but it isn't cheap and when you want to get off the rails it can be very difficult.

@@MerchantaccountsCanada thank you for the information highly appreciated!!!

You're welcome

Glad to hear!

Yes reach out to us at www.merchant-accounts.ca

Thanks for subbing! If you have any suggestions on topics send them our way.

This happens frequently. The best thing you can do is validate the order with some sort of extra screening. For example, doing a video call with your customer and having them hold an ID up to the camera. It's always a balance between protecting yourself (and the cardholder) - while not overly frustrating your customers.

I have personally experienced this and yes it is a pain. Some banks might also provide the 3ds auth codes through their app, so if you have data or wifi you might be good. But generally, when you lose your ability to receive text codes it does make it harder to pass two-factor authentication. That said though, you can always call your bank and ask them to not block the transaction with 3DS, and they should be able to do that, on a 1-off basis. Short summary though: yes it can become more of a pain when travelling without your normal ability to receive texts.

As I have explored this more, it seems 3D does not even work for any of my Canadian Visa or MC cards, at least not on Japan apps requiring it, even when I used in Canada. Called my credit cards and they don’t even know what 3D is. They only know Visa Verify, etc. These are cards from major banks with annual fees, so not run of the mill.

Glad you liked it!

He mentioned a 2nd chargeback which wasn’t the topic.

The question is HOW TF CAN YOU LOSE TO A SHAM?!?

@@nikisawyers7559 Hello Nikia, we were as confused by it as you were. This did, indeed, happen. When David Pirtle goes on to mention a 2nd chargeback, what he's saying is that: It starts with a chargeback. The merchant fought it (provided their response). At that point the first chargeback is over (this is a technical thing with the card networks). Then the card issuer did not accept the merchants response so they created a second chargeback. In reality, it's really just a continuation of the original chargeback (or the original chargeback being re-instituted). I agree that the terminology is confusing, but it was really still the same dispute. That's not answering your question though. How did the cardholder get to keep the stuff AND get a chargeback? They shouldn't have been able to. That's where David Pirtle of Chargebacks911 started talking about how to organize the information. This was a really extreme example that I specifically used because it we strongly believe it shouldn't have happened. Together, we were discussing how it could have happened, which we think may have been down to too much information going to the issuer (who missed it / didn't read it thoroughly) or... less likely, perhaps something the needed was missing. I'm sorry that I can't answer you specifically... because to this day I still don't know the answer and we never will. That's why fighting chargebacks is so much about putting your best foot forward, the most compelling argument, and doing your best to give yourself the best chance of winning. I hope this helps!

The CVV code is the 3 digit code on the back of the credit card. POST code is almost certainly short for Postal Code, which is the billing address (or shipping address) of the customer.

You're welcome, glad it was helpful.

what should i do?

You're welcome!

Happy to help, I'm glad you found it helpful.

Thank you Tom, I'm glad you found it helpful.

Thank you, I'm glad it was helpful!

This is a complicated question, because some of it would be about the chargeback process, some of it would require expertise in gold, and finally, the ability to tie those together with proof. A lot of credit card processors consider selling gold (or things otherwise exchangeable for cash) very high risk. Perhaps if you involved some sort of third party validation service before sending it out to the cardholder. I don't think this can be answered in the RUclips comments section, but if you reach out to us we can have a brainstorming session to see what you may change. This might be a situation where you concentrate on fixing the issue going forward. I'm sorry I can't easily answer that here... this is a tough one!

This does sound like fraud. If you haven't shipped I wouldn't ship those orders. We have other content about how to spot and stop fraud. This is a case where ideally you could have done a video call or some other validation with the cardholder before shipping. Random shipping addresses also doesn't sound like they're actually trying to steal items, this sounds more like card testing to find valid cards and then use them somewhere else (but I could be wrong). Many merchants initially take on losses in a situation like this, but they learn from it and try to spot fraud or suspect orders more proactively going forward. Please check out some of our other content such as on how to spot and stop fraud, or perhaps on using 3DSecure which is an extra layer of security during the checkout process.

You're welcome!

Thank you for this kind comment. I'm glad it was helpful!

Shopify is the shopping cart software so for any e-commerce website running on Shopify, the shopping cart software is Shopify. The other part of your question is trickier to answer. Some software platforms will include a small note somewhere in the footer about the name of the platform. However, not all shopping cart software platforms do that. There used to be a website where you could type in a domain name and it would try to figure out what shopping cart software that website was running. I don't know if it actually worked well though (and I can't remember the name of it off the top of my head).

You are very welcome, I'm glad it was helpful.

It is my understanding that yes you are supposed to do a SAQ-A, which is specifically the version of the questionnaire for merchants that take cards online, but push the user off site and completely avoid card data. Your payment processor likely already has an ASV (approved scanning vendor / PCI scanning partner) who can help with this. If not, you could just google to find a PCI scanning provider. FYI, for now at least, you probably don't need to do the scan since you don't touch card data. But those companies usually have wizards that help walk you through the SAQ questionnaire. Also, Rob Spivak on a recent podcast of ours on PCI mentioned that even merchants that completely offload the touching of card data will have to do PCI scans in the future. PCI is confusing... I hope this was helpful!

This question appears to be from a cardholder perspective. The only thing you can do is contact your card issuing bank. They are the party that gets to decide whether a transaction will be approved or not.

Glad it was helpful!

You didn't state what the chargeback was for. It could be for fraud (I didn't buy this), or item not as described (the glassware I bought arrived broken) or item not received (I never got what I paid for). Since I don't know the reason code I can't be too specific. Ultimately though, it sounds like you have some good evidence and can hopefully win the chargeback dispute process.

There are Visa and Mastercard money transfer services, and while in some ways it's obviously similar to payment processing it's actually a little different. I think the term might be Visa fast funds transfer service. If you google it you might be able to find a provider of this service, but it's not our area of expertise. Please research any potential service provider carefully for your own protection when sending funds.

Thank you, I'm glad you found our explanation helpful and clear.

I can say that you are absolutely in the majority of merchants who also feel this way. I can tell you first hand that I have seen some disputes where merchants of ours submitted what seemed like home run levels of documentation and they still lost. This is one of the biggest complaints from merchants. For clarity, not our merchants - ALL merchants, since it's the card issuer that controls this and not the payment processor. (Per the video). I feel sorry for merchants, because sometimes it is very frustrating.

@@MerchantaccountsCanada We are a merchant going through this and has just lost a big chargeback case. We are looking to do Arbitration - can you assist? Thank you

I also saw your comment on our other video. In these situations one of the best things to do is review your game plan to see if there is anything (with the benefit of hindsight) that could have been changed. Usually in terms of order screening or some type of validation. Two comments though: since you're obviously frustrated I don't mean to imply that you could have done more. It's possible you did everything humanly possible. Also, since I don't know what happened (non-delivery, fraud, item not as described, etc), there isn't enough detail. Don't give up hope though. What I tell merchants is to brainstorm with us what they can do to make the anti-fraud, fulfillment, terms and delivery as tight as possible so in the event of a dispute you are in as good position as possible. If you happen to be based in Canada, US or Europe and want to look at working with us please feel free to reach out to us on our website. I'm not certain if the outcome would be any different, but happy to try to help if we can.

Glad it was helpful!

This is a very interesting comment. Are you certain that Stripe won't allow you to take it to arbitration? As they are the payment processor I have a very strong feeling that you can't do it outside of them. In fact, there are some technical things in the background (like the authorization numbers, and some processor level things) that I believe you would need and not even have access to. If they don't allow for arbitration that's certainly not ideal for merchants that have a very strong case and feel they've been wronged by the card issuer. I think it's apparent that this is a question only Stripe can answer... but I would be really surprised if they just flat out don't support the arbitration process! I'm sorry that I don't have better advice for you here.

did you get your money?