For most transactions, both parties get what they want: the customer receives the item they purchase and the business earns revenue. On occasion, however, merchants may deal with payment disputes.
Whether due to a mistake or a misunderstanding, merchants need to know how to respond and resolve payment disputes effectively so they don’t cost businesses money or customers.
Payment disputes, also known as chargebacks, occur when a customer contacts the company they used to make a purchase to ask that a transaction get canceled. If a dispute is successful, your business loses the revenue you thought you earned, even if you have already sent out a product or completed a service.
Here’s an example of a payment dispute. Say a customer claims the item they received in the mail arrived damaged. If the merchant can't resolve the issue, the customer might contact their credit card company to dispute the charge. The credit card company could then issue a chargeback to the merchant's account, taking the money back from the merchant.
Dispute management refers to the process of how disputes work. Dispute management is focused on identifying the customer complaint, gathering evidence, facilitating the communication between the merchant and the customer to negotiate a resolution, and making a decision about whether or not to issue a chargeback.
There are plenty of disputes in the world of ecommerce. Many are the result of a package never arriving or an item being significantly different than what was promised on the product page.
Because online merchants don't see a physical debit or credit card at the time of the transaction, they are also at risk of fraudsters using stolen cards to buy goods. Unfortunately, this may only be discovered weeks later when the cardholder gets their monthly statement.
While payment disputes with customers are relatively rare, they can have a significant impact on your bottom line. This impact may come both in lost revenue and time spent gathering documentation and responding to issues.
A payment dispute can even damage your customer relationship and brand reputation, should the customer opt to share their story on social media or review sites.
Keep in mind that a high chargeback rate can cause your account to get flagged as high risk, which may result in the payment processor charging you higher fees or limiting your ability to accept payments.
Different types of dispute resolution will depend on the dispute that needs to be resolved. Most disputes are due to one of the following:
The steps for resolving disputes are the same regardless of the reason for the dispute or the payment network overseeing the process:
The best way to resolve a dispute is to avoid one in the first place. A customer will most likely contact your business first to resolve an issue before their payment company. Use this opportunity to resolve the issue to everyone's satisfaction so they don't escalate it to the payment processor, which can cost you extra time and money to litigate.
However, it is not always possible to avoid a dispute. Here are some tips for responding to a dispute based on the specific cause.
Porch pirates will often steal a package off a customer's front doormat, causing the customer to complain that they never received the item. Delivery drivers can also make mistakes, accidentally leaving packages at the wrong home. Nature may cause issues with deliveries, too, with lightweight packages blowing away on very windy days.
To protect yourself against item not arrived complaints, get proof of delivery from the shipping company you use. The proof of delivery will not only show that the package was delivered but also when and where it was delivered. For high-value items, consider requiring signature confirmation so you can prove the package was accepted.
Also known as Item Not as Described, the easiest way to avoid these disputes is to have product page content that includes all the information a customer needs to know what they are getting. Make sure descriptions are accurate and complete and have photos of the item from every angle. Customers also appreciate videos showcasing products in use or in motion. The more accurate a sense the buyer can get before ordering, the lower the risk of a dispute on these grounds.
The way you respond to a dispute may also vary depending on the type of item the customer ordered.
Tangible goods, meaning any item that is physical, should be sent with proof of delivery whenever possible. If you receive a dispute before the item is shipped, hold off on the shipment until you can clear things up with the customer. This resolution may include offering a refund.
If the dispute is due to an error like sending the wrong product or a damaged item, work with the customer to facilitate their return of the item. Depending on your policies, you can ship the correct item to them once you’ve received the original back.
Intangible product examples are things like digital items, event tickets, or services. For these types of items, keep careful records of how you deliver them, such as when it is emailed or downloaded by a customer.
Ideally, the customer and your business can work together to resolve the issue without involving the payment processor. This is often a fast, most cost-effective solution, as it doesn't require your staff to spend hours collecting paperwork and responding to the payment processor. But if you do need to respond to a dispute, here are a few tips to keep in mind.
When it comes to winning payment disputes, evidence is key. When you receive notification of a dispute, provide all the evidence you have as quickly as possible. Evidence can include proof of delivery, signed invoices, email correspondence, product descriptions, and receipts.
By working with the customer, you may be able to find a solution that resolves the issue to their satisfaction without involving the payment processor.
If you receive notification of a chargeback, it might be more cost-effective to accept it. This is often the right choice if you know you don't have enough evidence to overcome the judgment or if the lost revenue isn't worth the cost of responding.
If you think the charge is valid, it might make sense to challenge the dispute. Provide documentation as outlined by Seller Protection rules to help make your case.
Customers and merchants should try to work together to resolve a dispute on their own. However, either party can escalate a dispute into a formal claim at any time. At this point, the payment processor then becomes directly involved, taking matters out of your hands. Read more about how the claims process for PayPal works.
There are actions you can take to prevent disputes in the first place, saving you time, money, and customer frustration. Below are important dispute prevention tips to help you manage risk.
PayPal works with buyers and sellers to help resolve disputes and minimize losses. Learn more about the PayPal dispute resolution process. Learn more about the PayPal dispute resolution process
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