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In this guide, we will cover the following:
- Signifyd’s Chargeback Representment Policy
- Friendly Fraud and Why We Challenge
- How Representment Works
- Documents We Need for Representment
- Sharing Access for Representment
Signifyd’s Chargeback Representment Policy
At Signifyd, our goal is to protect merchants against chargebacks associated with fraud or unauthorized charges. Occasionally, when we review a chargeback that was submitted to us for reimbursement, we conclude it may be a case of friendly fraud, where the customer actually purchased and received the order but still filed a chargeback with a fraud reason code.
In these situations, Signifyd may choose to challenge the chargeback on your behalf, per our terms of service.
If the chargeback you’re requesting reimbursement for meets our reimbursement criteria, and we choose to challenge the chargeback, the following will happen:
- You’ll still be reimbursed for the eligible chargeback per our standard timeline. We won’t hold back reimbursement on an eligible chargeback.
- We may ask for more supporting documentation from you to build a stronger case.
- We’ll submit a response to the chargeback and update you when we receive a result. (Should you be alerted of the result before us, you’ll need to notify us.)
Note that we’ll only challenge chargebacks that have both met our reimbursement criteria AND are suspected of being friendly fraud. (In other words, we’ll only challenge chargebacks with a reason code of fraud or unauthorized charges that we suspect may truly be a case of friendly fraud.)
If you already dispute chargebacks on your own, you’re not obligated to let us contest suspected friendly fraud chargebacks on your behalf; however, you must notify us if you successfully challenged a chargeback for which we already paid you a reimbursement, so that we may invoice you the recovered funds.
Friendly Fraud and Why We Challenge
Friendly fraud is a form of chargeback abuse, where the customer actually purchased and received the order, but chose to file a chargeback dishonestly by claiming, for example, they never authorized the purchase or didn’t receive the order. It’s a particularly difficult type of fraud to preemptively detect, because the purchase is actually a legitimate purchase made by the authorized cardholder.
Signifyd advocates for challenging these chargebacks because once a customer receives free merchandise from a particular merchant by abusing the chargeback process, they’re likely to continue targeting the merchant.
Ultimately, challenging friendly fraud chargebacks protects your brand and your reputation with both your processor and the banks involved. It also discourages dishonest buyers from further targeting your store and abusing the chargeback process.
How Representment Works
When our investigations team has concluded that a chargeback submitted for reimbursement may be a case of friendly fraud, Signifyd will step in and manage the representment process to dispute the chargeback.
Below is how representment works:
- A merchant submits a claim for an Eligible Chargeback, following the criteria in the Reimbursement Policy.
- Signifyd’s claims team reviews the claim, and if it agrees that it is an Eligible Chargeback, approves the reimbursement as a Chargeback Payment.
- Signifyd’s investigations team separately reviews reimbursed chargebacks, and in our sole discretion, identifies those that are good candidates for representment. (Note: we won’t necessarily challenge a given chargeback because a merchant has requested it.)
- The merchant is notified via email that Signifyd plans to fight the chargeback, and gathers relevant information from the Signifyd console, various third party data sources and the merchant’s e-commerce platform (if access was shared, as described below) to build a case that the order was indeed authorized and received by the customer. The investigations team may also request additional information from the merchant to help with the case.
- Signifyd responds to the chargeback case through the applicable platform with the processor.
- If Signifyd is
- successful in disputing the chargeback, the bank that issued the chargeback will return the funds that were originally debited from the merchant’s account according to their policies, called a Chargeback Reversal. Merchants will need to notify us within seven (7) days of receiving it, and we will add this amount to their monthly invoice in accordance with our billing policy, to recoup our reimbursement.
- not successful in disputing the chargeback, the original reimbursement, the Chargeback Payment, remains with the merchant.
If we haven’t heard from the merchant or processor after sixty (60) days from the representment date, or when the case is closed, we’ll contact the processor for more information on the chargeback and update the merchant with the outcome.
Documents We Need for Representment
Depending on whether or not we already have access to the below information, we may request some or all of it to assist us in challenging the chargeback on the merchant’s behalf.
Here’s an example of documents we may request:
- sales invoice
- transaction details including AVS and CVV/CVC response codes
- copies of customer communication relating to the order (like email, chat logs, text messages or other forms of communication)
- proof of delivery (with signature, if available)
- copy of order confirmation sent to the buyer
- copy of shipment confirmation sent to the buyer
- whether the customer created and maintains an account with your store - if so, please provide details and screenshots of account information
- whether you received the merchandise back
- whether you provided a replacement and/or return label
Sharing Access for Representment
In order to facilitate chargeback representment, we may ask you to provide the investigations team with limited access to your platform or processor portal, so that we can automatically collect the relevant information and submit the representment documents on your behalf.
While you’re not required to share limited access to your portal for us to represent you, by giving us access, we can automate the representment process so you have fewer time-sensitive action items, and we will respond to chargebacks more quickly and effectively.
Once we have limited access to your platform or portal, we can typically start challenging chargebacks on your behalf within two weeks.
You can share access with our team by creating a Shopify staff account with limited permissions for firstname.lastname@example.org. See Shopify’s “Adding and removing staff accounts” page for instructions:
1. From your Shopify admin page, go to Settings > Account.
2. In the Staff accounts section of Accounts and permissions, click Add staff account.
3. Enter the following:
- First Name: Signifyd
- Last Name: Chargebacks
- Email: email@example.com
4. Uncheck the box labeled “This staff account will have full permissions.”
5. Check the following boxes: Orders, Products, Customers and Settings. Uncheck everything else.
6. Click Send Invite.
You can share access to your Braintree portal by granting restricted access to the Dispute Management section of your Braintree portal with firstname.lastname@example.org.
See Braintree’s “Managing Users and Roles” page for instructions:
1. Log into the Control Panel.
2. Navigate to Settings > Users and Roles > New User.
3. Enter email@example.com as the new user's email address.
4. Select View, manage and contest disputes (under Dispute Management) as the desired role for this user. (See the full list of role permissions here.)
5. Choose which Merchant Account ID(s) this user will have access to.
6. Click Create User.
You can share access to your Stripe portal by granting restricted access for a support specialist role to firstname.lastname@example.org.
See Stripe’s “Can I invite other team members or my developer to join my Stripe account?” page for instructions:
1. Log in to your Stripe account.
2. Click on Business Setting > Team, then + New User.
3. Enter email@example.com as the email address.
4. Select Support Specialist.
5. Click Invite.
You can share access to your PayPal portal by granting a dispute specialist role with access to the Dispute Resolution Center to firstname.lastname@example.org.
See PayPal’s “How do I add users to my PayPal account?” page for instructions:
1. Log in to your PayPal Business Profile.
2. Navigate to Profile and settings > My settings.
3. Click Get started in the Manage users section.
4. Click Add user.
5. Enter the following:
- First Name: Signifyd
- Last Name: Chargebacks
- Email: email@example.com
6. Check any account privileges related to access to your Dispute Resolution Center, and click Save.
If you have questions about the representment process, please reach out to our support team or your dedicated client services manager.