Processing and submitting evidence

If a dispute is initiated, its timely and professional resolution is crucial. In this chapter, you will learn what the correct procedure is.

Even with all preventive measures in place, if a dispute is opened against you, a timely and professional handling is essential. This chapter will guide you on what is important and how you can maximize your chances of winning the dispute.

Standardized process

The resolution of disputes follows a predefined procedure. It is not possible to influence the outcome of a dispute outside this standardized process.

As a merchant, you can resolve a dispute only by working with your customer to have them withdraw the dispute or by presenting evidence proving the charge was legitimate.

We recommend always submitting evidence – even if the end customer confirms they will withdraw the dispute. Proof of the bilaterally found solution should be part of the evidence submitted.

Initiation of the Dispute

Once the shopper disputes a transaction with their credit card issuer, the amount is immediately refunded to them temporarily.

According to the international standardized process, Payrexx is obligated to:

• deduct the transaction amount from your merchant account.

• charge a dispute fee of EUR/CHF 35.00 per transaction from your merchant account.

• temporarily pause payouts in your account.

• notify you via email about the opened dispute.

If you win the dispute, both the transaction amount and the dispute fee will be automatically refunded to you.

Resolution Options

Depending on the nature of the dispute, you as a merchant have the following options:

Accept the Dispute

There are various cases where it makes sense to accept the dispute and cover both the transaction amount and the dispute fee.

We recommend this approach in the following situations:

• Real fraud (e.g., stolen credit card)

• Clear merchant error

Find a bilateral solution

The best way to resolve a dispute is to seek a bilateral solution with the customer, aiming for them to withdraw their dispute.

To do this, call the customer or contact them via email, express your understanding, but also inform them about any policies they accepted at the time of ordering. Many disputes can be resolved bilaterally through open, honest, and understanding communication.

We recommend always submitting evidence – even if the end customer confirms they will withdraw the dispute. Proof of the bilaterally found solution should be part of the evidence submitted.

Submit evidence

By submitting relevant evidence, you can demonstrate that the contested transaction was legitimate. Please ensure that the evidence has both the correct content and format. Banks only review evidence once, so you cannot resubmit flawed evidence.

How Do I Submit Evidence?

• Pay attention to the deadline for submitting evidence, which we will communicate to you.

• Submit documents in English where possible, so that their content is understood by all involved banks.

• Submit evidence in the correct file format: Use .tif or .tiff for images and .pdf or .docx for all other documents.

• Rename all files so that their filenames correspond to the content.

• Respond promptly to any queries about the submitted evidence.

What Evidence Should I Submit?

Not every dispute requires the same evidence. Depending on the reason for the dispute, different pieces of evidence make more sense. We will inform you of the reason for the dispute upon its initiation, so you can gather the appropriate evidence.

Fraudulent

Fraudulent credit card payments or "Friendly Fraud"

Credit not processed

A credit was not processed

Duplicate

A transaction was processed twice

Product not received

Product not received or received too late

Product unacceptable

Product not acceptable or inaccurate produce description

Subscription canceled

A cancelled subscription

Unrecognized

Other reasons or reason unknown