Does anyone know if there is any preexisting documents written up. To where if we refund money or work an arrangement out with a consumers on some charges. They will not dispute them. I was told that Visa and MC will only knock the CB completely clear from our processing history. If we have a signed document like this?
It would need to be a fairly simple agreement that has specific language that addresses that the customer relinquishes their right to dispute or chargeback the transaction with their issuer. You may want to have a lawyer write one of these up as the language needs to be legally valid. Also, you need to look in your merchant contract as there may be clauses that prevent you from contractually requiring a customer to relinquish their chargeback rights regardless of the circumstances. We've seen a few merchants successfully use contracts to combat frivolous chargebacks, but these were more like well written and signed service agreements. The customer can still obviously request a chargeback, but a signed contract is as good as anything to fighting it for card not present transactions. It also wont prevent the chargeback from staying on your history though. As far as I have seen, chargebacks stay on your record no matter the outcome or any contractual agreement between you and the customer.