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Chargebacks?
Dat is niet langer jouw probleem.
Haal 4x meer chargebacks terug en voorkom tot 90% van de inkomende betalingen, dankzij AI en een wereldwijd netwerk van 20.000 handelaren.
Meer dan 600 beoordelingenTL;DR:
An in-store fraud investigation starts with the actual allegation and the terminal’s payment records. This learning path connects card-present fraud, counterfeit-card evidence, and EMV liability guidance without assuming that every payment made in a store has the same defense.
- Read the allegation and match the disputed payment to the receipt, terminal, date, amount, and case reference.
- Review the recorded entry mode and processing result rather than treating physical card presence as proof of customer permission.
- Confirm transaction-specific liability conditions and permitted evidence with the processor or acquirer.
An in-store fraud investigation starts with the actual allegation and the terminal’s payment records. This learning path connects card-present fraud, counterfeit-card evidence, and EMV liability guidance without assuming that every payment made in a store has the same defense.
Start with these decisions
- Read the allegation and match the disputed payment to the receipt, terminal, date, amount, and case reference.
- Review the recorded entry mode and processing result rather than treating physical card presence as proof of customer permission.
- Confirm transaction-specific liability conditions and permitted evidence with the processor or acquirer.
Choose a specialist guide
| Merchant task | Guide | What it covers |
|---|---|---|
| Investigate the store incident | Card-Present Fraud: Liability, Evidence, and Chargeback Response | Payment handling, terminal operations, relevant records, and the allegation. |
| Assess counterfeit-card evidence | Counterfeit Card Fraud: EMV Liability and Chargeback Evidence | Entry mode, fallback, and the available POS evidence. |
| Review EMV liability conditions | EMV Liability Shift: Who Pays When a Card-Present Transaction Is Disputed? | Transaction-specific scope, limitations, and evidence. |
Build a terminal-to-case record
| Record | Merchant question |
|---|---|
| Order and receipt references | Do these records identify the disputed purchase and amount? |
| Provider payment reference | Does the payment record match the receipt and case? |
| Terminal and transaction time | Which device processed the payment, and when? |
| Recorded entry mode and processing result | What does the provider record actually show? |
| Case allegation and reason | Is the complaint about unauthorized use, a counterfeit credential, goods, a credit, or another issue? |
| Customer and fulfillment records | Which records address this particular allegation? |
Keep fraud and fulfillment evidence separate
Physical card presence, a payment approval, and customer permission describe different facts. A terminal record may help establish how a payment was processed; it does not establish that a product matched its description or that a promised refund was completed. Start with the actual allegation and explain what each record supports.
For a delivery or product complaint, continue to nonreceipt evidence or description evidence. For a credit issue, use the billing and refund path. These routes keep a service complaint from being treated as a counterfeit-card case.
Confirm liability and submission conditions
Use the EMV guide to prepare the questions for your processor or acquirer: which dispute condition applies, which transaction fields are relevant, what evidence is allowed, and what deadline controls this case? Preserve the provider’s answer with the payment record. Do not infer a universal liability shift from the presence of a chip or a terminal approval.
Use the representment guide to organize an eligible response. If the original purchase was online or used a transfer product, return to Online Payment Fraud: Choose a Merchant Investigation Guide to choose the relevant investigation.
Continue to another learning path
- Chargeback Basics and Rules: A Merchant Learning Path
- Billing Disputes and Refunds: A Merchant Learning Path
- Chargeback Evidence and Escalation: Choose Your Next Step
- Chargeback Prevention and Monitoring: A Merchant Learning Path
- Online Payment Fraud: Choose a Merchant Investigation Guide
- Payment Platform Disputes: Stripe, Shopify, and PayPal Guides
- Wallet and BNPL Disputes: Choose the Correct Payment Route
- Card Network and Bank Disputes: A Merchant Guide Directory
Chargebacks?
Dat is niet langer jouw probleem.
Haal 4x meer chargebacks terug en voorkom tot 90% van de inkomende betalingen, dankzij AI en een wereldwijd netwerk van 20.000 handelaren.
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