What it means:

The owner of the card says that they didn’t authorize the charge. This is the most common reason for a dispute and can happen if the card was lost or stolen. It can also happen if the cardholder doesn’t recognize the charge as it appears on the billing statement from their bank.

Required to overturn dispute

Get the cardholder to withdraw the dispute by helping them identify the charge or prove to the bank that their cardholder did authorize the transaction (this is the hardest type of dispute to win).

How to respond

First, try to get in touch with the cardholder. Sometimes people forget about charges they make. It’s also possible that someone they authorized to use the card–for instance, their spouse–made the charge and they were unaware of it at the time. If this is the case, ask them to let their bank know that they want to drop the dispute. Getting the cardholder to close the dispute from their end is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you should still submit evidence for the dispute. The evidence should include a statement that the cardholder said they would withdraw the dispute (including the email if you corresponded by email), as well as the suggested fields below.

If you believe the charge was actually made using a stolen credit card, unfortunately you will need to accept the dispute. The credit card networks assign liability for accepting fraudulent online transactions to you, the business. However, if you believe the cardholder is mistaken or lying, you can attempt to prove this with the following information:

    • Event Date: The date on which the customer received or began receiving the purchased service, in a clear human-readable format. 

    • Participation Document: Documentation showing proof that a service was provided to the customer. This could include a copy of a signed contract, work order, or other form of written agreement.

How to prevent it

Confirm that the descriptor on the statement is easily recognizable to your customers (and reflects the URL they would associate with their purchase) so they can tell who charged them. If this is not clear, please inform RSportz to make an adjustment.  RSportz automatically sends receipts upon payment to remind your customers what they paid for.