Receiving an RFI indicates that a shopper has queried a transaction on their statement with their card issuer. If you receive an RFI and you believe the transaction is valid, you need to do two things:
* Contact your shopper and try to resolve the dispute. If your shopper is satisfied that they did in fact authorise the transaction, you need to get them to write to their card issuer and to you confirming that this is the case and stating that the cardholder recognises the purchase, authorises the payment and withdraws their claim to a chargeback, with the letter dated after the date of the chargeback claim.
* Fax copies of any relevant documentation to your acquiring bank {A financial organisation that is able to issue to merchant accounts that allow companies to receive payments using payment cards} to help prove that the dispute is invalid. The best is a confirmation letter from the buyer, as discussed previously. Where the buyer is claiming that the service or goods have not been provided, you must provide proof that the cardholder has received the service/merchandise. Alternatively you could send a schedule of orders dispatched, proof of delivery, correspondence between you and the shopper including emails, refund details and any applicable terms and Conditions.
You must respond within 7 calendar days, otherwise a chargeback will probably occur.
* Contact your shopper and try to resolve the dispute. If your shopper is satisfied that they did in fact authorise the transaction, you need to get them to write to their card issuer and to you confirming that this is the case and stating that the cardholder recognises the purchase, authorises the payment and withdraws their claim to a chargeback, with the letter dated after the date of the chargeback claim.
* Fax copies of any relevant documentation to your acquiring bank {A financial organisation that is able to issue to merchant accounts that allow companies to receive payments using payment cards} to help prove that the dispute is invalid. The best is a confirmation letter from the buyer, as discussed previously. Where the buyer is claiming that the service or goods have not been provided, you must provide proof that the cardholder has received the service/merchandise. Alternatively you could send a schedule of orders dispatched, proof of delivery, correspondence between you and the shopper including emails, refund details and any applicable terms and Conditions.
You must respond within 7 calendar days, otherwise a chargeback will probably occur.