A chargeback occurs when a customer disputes a charge and requests for a refund of a payment on a credit or debit card with their issuing bank. A customer can request a chargeback for many reasons including: fraud, duplicate charge, items not received or dissatisfied with your product or service.

Perform Due Diligence with Your Customers

Perform due diligence on your customers in order to avoid fraudulent orders. Online fraudsters can easily provide fake details that can appear genuine. It is important that you take measures to verify the identity of your clients. For example you can request for a national ID card or perform some KYC on your customers. If you’re taking online orders, be sure to take the location address of your customers.


Be Responsive To Customer Inquiries

Be quick to respond when your customers send an email or place a phone call on any issue regarding their payment. When you respond quickly and professionally to all reasonable customer inquiries, the customer will be assured that you have good intentions and may not file a chargeback.


Provide Your Business Registration Documentation

Provide all business documentation and business owner ID required by Hubtel. This keeps us well informed about your business and also increases the level of trust between Hubtel and the merchant. This will also help us quickly facilitate the chargeback process.


Provide Accurate Details of your Product or Service.

Provide accurate details of product or service offering. Customers who receive items that are not well described may have valid grounds to claim the good or service is not what they ordered for. Also ensure that, your return policy is clear and easy-to-understand.

Provide a refund if you can.

If possible provide a refund to dissatisfied customers of your product or service if a dispute occurs. This helps to prevent the customer from turning to their issuing bank to file a chargeback.


Provide a receipt for good or service.

If you’re providing a shipping order, then you have to ensure that your customers are able to confirm receipt of delivery with a signature confirmation to prove that the item was actually delivered. If you provided a digital good or service, then ensure that you provide the customer with a downloadable evidence that the product or service was provided.


Avoid overcharging customers for goods and services.

 It is advisable to process transactions one at a time to avoid over charging your customers for goods and services.

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