Fraud chargebacks are won on your security checks
The cardholder says they did not make the purchase. Visa 10.4, Mastercard 4837, Amex F29 and Discover UA02 all turn on what your checks showed at checkout.
When to fight
The address and CVV checks matched, and the order went to the cardholder's address or fits their past orders with you. On Visa 10.4, two earlier undisputed orders on the same card, placed 4 to 12 months before and sharing details such as IP or shipping address, can also qualify you for Visa's Compelling Evidence 3.0.
When to accept
The checks failed or never ran, and you have no history with this customer. Then the odds are poor, and Decide will usually say accept. On Shopify, if Protect covers the order, there is nothing to do.
What the bank looks at
Your evidence
- DecisiveThe address check (AVS) matched
- DecisiveThe CVV check matched
- HelpsThe purchase IP fits the cardholder
- HelpsBilling and shipping addresses match
- HelpsDelivery to the cardholder's address
- HelpsEarlier undisputed orders from this customer, best when 4 to 12 months old
Decide checks this for you on every dispute.
It reads the dispute type, checks the evidence on file against what decides it, and weighs your odds against the amount and the fees. On a filed chargeback it says fight or accept, with the arithmetic and the due date. For the ones worth fighting, Fight drafts the letter for you to send.
Require matching CVV and address on online orders, and turn on 3-D Secure for the risky ones. Make sure your billing descriptor names your store, because a name customers do not recognise draws fraud claims on good orders.
See when a chargeback is worth fighting, or what to do first when one arrives.
See which of your disputes are worth fighting.
Measure is free. Decide adds a recommendation on every dispute.