Service

The ChargebackProtection service allows merchants to search a database of shoppers who have requested chargebacks in the past. Merchants can also submit data on people who have requested chargebacks on purchases at their own stores. Using the service will then deter fraudulent behavior by future customers at your store. We have prepared a series of FAQs based on our past experiences. Don’t hesitate to contact us if your question is not covered here.

I have found one of my customers listed in your database. Does this mean the payment will be charged back? No. It only means that the customer has reversed a charge paid to someone else before. It is up to you to reject the order, request payment through alternative means that pose less risk (wire transfer, mail payment), or take a credit card payment anyway.

Can I access the full list of customers with a chargeback history? No. You can only search for a specific customer by completing at least the following fields: name, last name, country.

How can this service help my business? Most importantly, simply by using the service you will be deterring chargeback abusers. And by querying the database you can make informed decisions and minimize risk and economic loss.

What are the requirements to use the system? Providing real and verifiable data on your e-commerce website and placing the ChargebackProtection seal at your checkout process.

My privacy policy bans me from disclosing customer information. Now what? Abusers are not customers, but criminals. By hiring a lawyer to claim a payment, you are essentially doing the same thing as reporting certain transaction information to ChargebackProtection.org. Also note that data is not shared: it is loaded to a database that can only be searched by matching. Lastly, you also have the option to adjust your privacy policy and reserve the right to add transaction information to our database in the event of a chargeback.

My store uses a payment service with no merchant account (such as 2Checkout, MoneyBookers, and PayPal). Can I still report cases of chargeback abuse? Of course. ChargebackProtection will not ask for abusers’ credit card data, only the purchase date, personal data, and details on the incident.

My payment service offers fraud screening. Why would I need your service? The reason is very simple: chargeback abuse is a fraudulent action carried out by a legitimate customer. That is, no fraud filter will ever block their payments, because they are perfectly legit.

Can you provide any advice other than using your service? Your store should request at least full name, phone number, mailing address, and email address. The customer’s IP should be recorded with the order as well. This information can help you decide on the legitimacy of the order, provided you reject payments when the CVV2 or AVS doesn’t match, or when the IP location does not match the billing country entered. If you are still in doubt, call the customer. Once you are sure your customer is who they say they are, let them know that you are signed up with ChargebackProtection. This means that the customer will respect your refund policy and think twice before placing a chargeback. Otherwise, they know they will be added to a chargeback database and risk having future credit card payments rejected.

Will the service be free forever? ChargebackProtection guarantees that the basic web search service will remain free.

Do you take donations? Yes, the ChargebackProtection project accepts donations. Contact us for more information.

I would like to integrate your system to my e-commerce system/control panel so that the database is checked automatically in real time. Is this possible? Yes. The integration system is available in the paid plan. We provide sample code in ASP to use our API.

How do you prevent abuse by merchants? We check each merchant that signs up, and we audit each record added to the database. Also, merchants are allowed to delete their own records in order to rectify any mistakes. Lastly, a communication channel is available for customers to report instances of incorrect inclusion in the database. If they provide relevant documentation proving a chargeback did not take place, the offending merchant will be banned from ChargebackProtection and blocked from accessing the system.

I would like to add my chargeback database to your system, but I don’t want to compromise my privacy. How are merchants protected? We understand your concern, but the success of the project depends entirely on the information provided by merchants themselves. That is why we are mainly committed to protecting merchants, including their personal information and chargeback reports. In the event that a customer submits a complaint, we will contact the merchant in private to settle the dispute. No information will be disclosed to third parties.

I have put together a huge chargeback database over the years. Is there any way I can upload all records at once? A bulk upload facility is included in paid plan.

Can I report cases of fraud as well? No. This system has been devised exclusively for chargebacks. There are many fraud tools available to help you with this problem.