Here are some of the frequently asked questions about our Chargeback Protection plan. You can read the full Chargeback Protection Policy here.
When is an order eligible for Chargeback Protection?
I received a chargeback for items not being delivered; will this be covered by NoFraud?
NoFraud will only cover chargebacks due to fraud or unauthorized charges. Chargebacks due to errors made by the merchant, card processor, or the shipper will not be covered by NoFraud. This includes chargebacks due to duplicate charges, refunds not being processed, items not being delivered, items not as described, items defective/broken, etc.
How many days do I have to submit a chargeback?
What documentation needs to be submitted with the chargeback?
When submitting a chargeback, the following should be provided: a copy of the chargeback notification, proof of delivery (such as tracking information and/or signature confirmation), and any other available information related to the chargeback as requested by a chargeback specialist. Depending on the level of access you've provided for us to your processor/e-commerce dashboard/s, we may be able to collect these documents automatically without requiring you to submit them for each case.
What additional information may be requested?
- Access to the portal that you use to submit chargebacks
- AVS/CVV results directly from your gateway
- An invoice/packing slip
- Any communication you had with the customer
What if I don't want NoFraud to respond to the chargeback on my behalf? Or, what if I try to respond to the case on my own?
Per our policy, NoFraud must have the ability to dispute any cases on your behalf. We must be given the authorization to communicate with the payment processor and access to the applicable customer portals and other third-party platforms to dispute the chargebacks. Failure to give authorization and/or customers disputing chargebacks on their own will disqualify the transaction from Chargeback Protection Coverage.
What if the customer requests to have a package rerouted?
If an order is shipped to any address other than the shipping address on the transaction, the order becomes ineligible for chargeback protection. Please contact your shipping carrier(s) to notify them to disallow any address change requests from customers.
Are phone orders covered under Chargeback Protection?
Phone orders entered into the system correctly using the NoFraud Phone Screening function that receives a status of Pass will be covered by NoFraud. Please see more information on how to use the Phone Screening function here.
What other reasons would a transaction not be covered under Chargeback Protection?
NoFraud will not cover chargebacks resulting from transactions that NoFraud did not screen, orders without proof of delivery, goods that have been recovered and returned to the merchant, or chargebacks from a transaction that was on the customer's Allowlist.
I received a line item on my invoice saying "Chargeback Win"; what does this mean?
When you receive a chargeback that is eligible for reimbursement, NoFraud will reimburse you for that chargeback on the following month's invoice. NoFraud will then dispute the chargeback on your behalf. If NoFraud wins the case, the funds are returned back to you by your processor, and NoFraud receives the money we paid out by invoicing you for the funds you received from your processor.