Frequently Asked Questions About Credit Card Processing

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What Is a Chargeback?

A chargeback is a transaction disputed by your customer or their card issuer. Chargebacks may require extra processing time and involve extra cost. Elavon helps streamline the process of tracking and managing chargebacks through our expansive chargeback department. Here are a few tips to help you manage and avoid chargebacks:

For All Transactions

Obtain authorization for the full amount of the sale. Do not split a declined transaction into smaller increments to obtain an authorization. If an authorization request is declined, request another form of payment. An authorization code doesn't guarantee that a transaction will not be disputed later.
If you wish to process a refund for a transaction, refunds should be issued to the card that was originally charged, not refunded through cash, check or another payment card.

For Face-to-Face Transactions

If you have a special policy regarding customer returns or refunds, be sure it is printed on the sales receipt in letters approximately 1/4 inch high and in close proximity to the card holder's signature line.

For Card Not Present Transactions

Verify the card holder's identity by obtaining phone number and address by using the address verification system (AVS). Verify the card verification value (CVV2) printed on the back of the card. Use of CVV2 and AVS can lessen a mail order/telephone order or internet merchant's risk of chargebacks by providing better information on which the merchant can make better business decisions.
Charge the cardholder and the time the merchandise is shipped.

Help Prevent Fraud with Code 10

Act on your suspicions when the details around a transaction seem unusual or don’t add up, such as:

Customers ordering large quantities of the same or similar item. Also, be cautious of large bulk orders with a shipping address of an apartment or self-storage unit.
Customers who provide multiple card numbers for the same purchase, especially when the card numbers are only different by the last few numbers.
Requests for overnight delivery, without regard to costs.
Customers who request immediate processing of the order and want the tracking number used for the shipment ASAP. Customers who place phone orders, requesting immediate processing of the order, and then advising they will have someone come to the store location to pick up the product.
Requests for delivery to an alternate address, other than the billing address, or shipment to a freight forwarder. Criminals will use U.S. based re-shippers to avoid detection of foreign shipments.
An error message saying “Pick Up Card” or “Lost or Stolen Card” that appears after the card is swiped at the payment device.

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