Best Practices

Disputes can indeed have negative impacts on business. In this article, you find best practices that can help merchants keep their dispute rates low.

Comprehensive Data Collection

The more data you store about your customers and their transactions, the easier it is to submit the right evidence to win disputes. We recommend securing the following transaction data:

• contracts

• order confirmations, invoices, and receipts

• transaction logs

• delivery receipts and shipping documents

• courier tracking documentation

• customer communication (emails, support tickets, chats)

• transaction details (amounts, dates, times, account numbers)

• authorization data (card verification details, checkout confirmations)

• communication with your payment processors

• IP addresses

• date and time of downloads

Communication

Many disputes can be resolved through quick responses and proactive, open, and understanding communication. Here is what we recommend you:

• Respond promptly to dispute notifications.

• Proactively engage with customers.

• Show understanding in your responses.

Monitoring and Learning

• maintenance of statistics

• identification of patterns and risk factors

• continuous learning

• regular employee training