Merchants should understand that when accepting payment cards, there could be chargebacks. Improper handling of chargebacks (exception items) is time sensitive, costly and can result in a loss to your department. It is the responsibility of each merchant to check daily for chargebacks & retrieval requests in the Chase ROL/CBIS online environment. You must act within the specified due date on the chargeback or retrieval request and provide complete documentation of the transaction receipt, signature, and a statement of that transaction's particular circumstances. If a customer disputes the transaction and you cannot provide a signed receipt or other documentation within the requested period of time, you will bear the loss. The income will be deducted from your KFS account. For Visa, MC, and Discover you will also be charged a per chargeback fee.
Each payment card vendor has a different means of conducting chargebacks. "Timeliness" is always a consistent, vital part. It is essential that information be provided in a timely manner if you wish to have any success in disputing the claim.
Provided below, for each card vendor, are the methods in which chargeback’s are handled.
MasterCard/Visa/Discover/JCB
Payment Card Services receives an instant alert notifying us that a chargeback has been debited or credited (chargeback reversal) from the merchant’s KFS account. Upon identification of each of these items Payment Card Services will attempt to contact the Fiscal Officer, as a courtesy, to advise that a chargeback is in ROL/CBIS (the Chase online environment).
If at any point during the chargeback cycle you need assistance, you may call Payment Card Services at 812-855-0586. In the event that you do not provide sufficient documentation or if the claim is lost, you bear the loss. However, if your rebuttal documentation substantiates the transaction and IU wins the claim, your KFS account will be given back the income.
American Express
American Express, chargeback’s and retrieval requests will still come to the merchant in paper form from Payment Card Services. First you will get a retrieval request. If you provide American Express with the information and it resolves the request, nothing else will happen. If the information is insufficient then a chargeback will result. Capital Finance will prepare a negative CR to debit your KFS account and then Payment Card Services will forward copies of the information to you. At this point you have two options: 1) prepare a rebuttal if you believe the chargeback is unwarranted, or 2) If you agree with the chargeback, or cannot resolve it within the specified time, the debit will remain and no other action is required.
Retrieval Requests
There are many reasons why a card holder would request information concerning a transaction and they would do this via a retrieval request. Retrieval requests will not always result in a chargeback.
Retrieval requests for Visa/MC/Discover/JCB will appear in the Chase online chargeback environment (ROL/CBIS). American Express retrieval request will continue to come to the merchant in paper form from Payment Card Services. We forward them on to the Fiscal Officer we have on file for the affected department. It is the department’s responsibility to provide a copy of the requested information.
Retrieval requests are time sensitive. You must act within the specified due date on the retrieval to comply with the request. If a chargeback results due to non-compliance to a retrieval request, your department will have no recourse and you will be charged for the transaction.
Contact Payment Card Services