CMS System and Chargeback Best Practices

Main reasons for chargebacks

• Primary reason cardholders initiate chargebacks:
• They are dissatisfied with merchandise or a service
• They never received the merchandise or service
• The return/exchange policies were not clearly visible
• They never authorized the charge (or can’t remember)
• A duplicate charge or a recurring charge doesn’t stop
• Currency conversion rates are unexpected

Documents to include when submitting a dispute

• Copy of invoice
• Copy of ticket/itinerary
• Copy of terms and conditions the customer agreed to
• Positive AVS (address verification) response
• Add a brief summary that breaks down what happened or a unique situation or additional details as relevant to the case.

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When submitting documents please ensure the copies are legible/large enough, black/white print and in portrait mode.

Best practices to avoid chargebacks

• Use clear payment descriptor (include company name and customer service number)
• Make cancellation policy, rebooking policy, terms and conditions legible and clear to understand (Cancellation policy and terms and conditions must be clearly listed at time of checkout, it cannot be a link)
• Require a customer to acknowledge the cancellation and refund policies prior to purchase completion
• Use secure payment methods
• Implement Kount rules/ Fraud Mitigation software
• Provide customers with ways to communicate before a complaint/dispute turns into a chargeback and provide a prompt response

Logging in to CMS

To login to CMS, you’ll first login to the CXP Portal.

In the top navigation panel on the dashboard, you’ll see a “Chargebacks” option (screenshot below). If you do not see this option, your user has not been configured to see CMS. Please contact the Customer Success team and ask them to enable CMS for your user.

When you click on Chargebacks, CMS will open in a new browser tab.

Navigation Menu

Advanced Search

• Ability to search wide variety of parameters

Chargebacks

Chargebacks are Cases that are grouped under the same ID.

Chargebacks > New

• Displays “not worked” cases from last 40 days
• Once a case is worked it will not be in the New folder
• Better for reporting purposes

Chargebacks > All

• Displays all chargebacks by Family ID

Cases

Cases > All

• Displays every case type, regardless of criteria
• Better for tracking “not worked” individual cases

Unique Grid terminology

(ID = Family ID) – number issued for all incoming cases (first chargeback, representments, reversals, etc)
associated with a dispute.
LC Created – the date of when the latest case was created
CB Created – the date when the chargeback was initially created
Due – All cases require a response within 12 days, if there is no response it can result in an automatic loss
VCCB Status – Once Response received from TSYS it’s updated.

Buttons within Worked Cases

Cases – shows all associated cases within the chargeback including all details and documents
VCC History – shows all authorizations and potential refunds on the virtual card
Submit VCC Chargeback – gives the ability to file a chargeback against the airline
Accept Chargeback – gives the ability to accept and close the chargeback Please note this can only be undone by CXP
Respond – gives ability to upload rebuttal documents in PDF and .jpeg
Add a Note – gives ability to add an internal note – this does not go to the processor or issuing bank

Chargeback / Case “Status” Definition

“Worked” is when a Case / Chargeback has been responded to

“Not Worked” is when a Case / Chargeback has NOT been responded to

“Accepted” is when the Case / Chargeback has been accepted (via the button on the Chargeback details screen)

“Expired” is when the Case / Chargeback has not been worked or accepted and the current day is 10 days past the Due Date to respond to the Chargeback. We allow 10 days buffer in case there is a slight discrepancy between when we consider the Due Date vs when the Bank is expecting a response.

Win / Loss Definition

The Win / Loss is defined by how your bank account is impacted (with one exception) by referring mainly to the Net Position which is the total of debits and credits for a particular Chargeback.

“Loss” - if the Net Position is negative and the Status is “Expired” or “Accepted”

“Loss (Pending)” - if the Net Position is negative and the status is “Not Worked” OR if the Chargeback came in within the last 5 days and the debit has not processed yet.

“Win” - if the Net Position is $0.00 and the Chargeback was created over 5 days ago.

Standard Fees

Chargeback Rate

• Chargeback rate is a metric showing the ratio between the total number of transactions a
merchant processes and the total number of chargebacks the merchant receives by month
• All incoming chargebacks affect the chargeback rates no matter the outcome of the dispute
• Chargeback ratio is calculated by incoming chargeback date
• All networks set their own “acceptable chargeback rate"
Visa – 0.9%
MC – 1% and a threshold of 100 chargebacks per month
AMEX – 1% and a threshold of 100 chargebacks per month
Discover – 1%

ConnexPay employees can find more information here.