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Chargebacks and Payment Security
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Understand chargebacks, prepare a timely response to dispute notices and protect payment information. Review the difference between refunds and disputes, CVV restrictions and everyday security practices.
What are chargebacks, and how do they differ from refunds?
A chargeback follows a payment dispute raised through the cardholder’s bank. It is different from a refund you initiate through your payment system. Disputes may concern an unrecognized payment, fraud or the goods or service provided. Follow the notice and your provider’s instructions; the process, evidence and outcome depend on the dispute. A completed sale is not a guarantee against a later dispute.
Get help with a dispute notice
Source: Visa: understanding and responding to chargebacks
What should I do when I receive a dispute notice?
Read the reason and response deadline, then contact the designated support team promptly. Gather relevant receipts, order details, delivery or service records and customer communications for the claim being made. Submit information through the required channel and keep a record. Do not assume a separate refund resolves an open dispute; ask how it should be handled to avoid inconsistent or duplicate actions. Evidence does not guarantee a particular outcome.
Contact support about a dispute
Source: Visa: understanding and responding to chargebacks
May I keep a customer’s CVV for future or recurring payments?
No. PCI SSC states that merchants must not retain a card verification code after the transaction has been authorized, including for recurring or card-on-file payments. Encrypting it or getting the customer’s permission does not make retention acceptable. Use an approved payment workflow for future charges and ask the team how that workflow handles stored payment credentials without storing the verification code.
Review payment-security information
Source: PCI SSC: card verification codes and recurring payments
What should I ask about my business’s PCI responsibilities?
Ask the provider which validation steps apply to your payment environment and who is responsible for each task. Describe every way you accept payments, including remote orders and connected software. Security involves staff practices and system configuration as well as equipment. Confirm how updates, access and payment data are handled, and use the PCI SSC merchant resources to prepare questions for your provider.
Source: PCI SSC: payment-security resources for merchants
What everyday habits help protect payment equipment and accounts?
Train staff to notice unfamiliar attachments or changes to payment devices and to report them before use. Use individual access where available, protect passwords and confirm the identity of anyone requesting remote support. Follow the provider’s approved update process. If a device looks altered or account access seems suspicious, stop using the affected setup and contact the appropriate support team for instructions.
Source: PCI SSC: payment-security resources for merchants
Review your setup with our team
Your written quote, merchant agreement and approved account setup determine your rates, fees, equipment and funding terms. Payment-network rules and legal requirements can change; confirm the requirements for your business before introducing a pricing program.
View security and compliance information
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