Processing and submitting evidence
If a dispute is opened, its timely and professional handling is crucial. In this chapter, you'll learn the correct procedure.
If, despite all preventive measures, a dispute is opened against you, it is essential that it is handled professionally and on time. In this chapter, you will find out what is important and how you can maximize your chances of winning the dispute.
Standardized process
The handling of disputes follows a predefined process. It is not possible to influence the outcome of a dispute outside of this standardized process.
As a merchant, you can only resolve a dispute by working with your customer and having them withdraw the dispute or by providing evidence to show that the charge was legitimate.
We recommend always submitting evidence - even if the end customer confirms that it will withdraw the dispute. Proof of the solution found bilaterally should be part of the evidence submitted.
Opening of the dispute
After the shopper has disputed a transaction with his credit card issuer, the amount is temporarily refunded to him immediately.
According to the internationally valid, predefined process, Payrexx is obliged to do the following:
We deduct the transaction amount from your merchant account.
We deduct a dispute fee of CHF/EUR 35.00 per transaction from your merchant account.
We temporarily pause the payouts in your account.
We will inform you by e-mail about the opened dispute.
If you win the dispute, the transaction amount and the dispute fee will be automatically refunded to you.
Options for processing
Depending on what the dispute is about, you as a retailer have the following options:
Accept the dispute
There are various cases in which it makes sense to accept the dispute and pay both the transaction amount and the dispute fee.
We recommend this procedure in the following situations:
real fraud (e.g. stolen credit card)
obvious merchant error
Find a bilateral solution
The best way to resolve a dispute is to seek a bilateral solution with the customer with the aim of having the customer withdraw their dispute.
To do this, call the customer or contact them by email, express your understanding, but also inform them of any guidelines they accepted when placing the order. Many disputes can be settled bilaterally through an open, honest and understanding approach.
Wir empfehlen, immer Beweise einzureichen – selbst dann, wenn der Endkunde bestätigt, dass er den Streitfall zurückziehen werde. Der Nachweis über die bilateral gefundene Lösung sollte Teil der eingereichten Beweise sein.
Submit evidence
By submitting relevant evidence, you can show that the disputed transaction was legitimate. Please ensure that the evidence has both the correct content and format. Banks only check evidence once, so you cannot submit incorrect evidence a second time.
How do I submit evidence?
Please note the deadline for submitting evidence, which we will communicate to you.
If possible, submit documents as evidence in English so that their content is understood by all banks involved.
Submit the evidence in the correct file format: Use .tif or .tiff for images and .pdf or .docx for all other documents.
Rename each file so that the file name matches the content.
Answer any queries about submitted evidence immediately.
What evidence do I submit?
Not every dispute requires the same evidence. Depending on the reason for the dispute, one type of evidence or another may make more sense. We will inform you of the reason for the dispute when it is opened so that you can gather the right evidence.
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