Best Practices

Disputes have a negative impact on business. Our best practices help merchants keep the dispute rate low.

Comprehensive database

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 that you save the following transaction data:

• Contracts

• Order confirmations, invoices and receipts

• Transaction logs

• Proof of delivery and delivery receipts

• Documentation on courier shipment tracking

• Customer communication (emails, support tickets, chats)

• Transaction data (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 bilaterally through rapid response and proactive, open and understanding communication:

• quick response to dispute notifications

• Proactively seek communication with customers

• Show an understanding response

Monitoring and learning

• Keeping statistics on disputes

• Recognizing and combating patterns and risk factors

• Continuous learning

• Regular training of employees