Chargebacks and Retrievals

When a credit card transaction is disputed (either at the request of the Cardholder or by a card Issuer), you may receive a chargeback. If a chargeback occurs, the amount of the original sale and a chargeback fee will be deducted from the ACH deposit into your account.
A chargeback begins when a buyer contacts their card issuer to dispute a transaction. The chargeback is passed through the applicable payment network to the seller. Your account will be charged at the time the chargeback is received. When the seller receives the chargeback, it will include a “respond by” date. Since the payment networks only allow a limited amount of time to respond to a chargeback, it is critical that any response be provided by this date. In some cases, chargebacks can be “re-presented,” in other words information can be presented back to the cardholder’s card issuer disputing the chargeback. Below are the most common scenarios where re-presentment is feasible. The ultimate decision of whether or not to accept the re-presentment rests with the cardholder’s bank. Potential re-presentment scenarios include:  
  • If the chargeback reason is “non-receipt of merchandise” and signed proof of delivery is available, the chargeback can be re-presented with a copy of the delivery confirmation including the signature and the complete address that the item was delivered to.
  • If the chargeback reason is “credit not processed” and the customer has already received a refund, the chargeback can be re-presented along with a copy of the cancelled check or the credit card refund information.
  • If the chargeback reason is “fraud” and proof of delivery to the buyer’s billing address is available and a complete address verification match was received, the chargeback can be re-presented with a copy of the proof of delivery.
  • If the chargeback reason is quality-related, e.g. “not as described” or “defective merchandise” and the seller has not received the merchandise back, the chargeback can be re-presented with the statement that the merchandise has not been returned.
The consumer must give you the opportunity to correct any issue that they feel is a reason for a chargeback before filing a chargeback. As such, you must take any customer complaint to heart and make sure to document the conversation. You want to make sure that if you are providing a service, the contract or agreement used to authorize the service is detailed enough to clearly describe the service being provided and the cost of providing such service. A signature from the customer accepting the product and services provided is another key to substantiating your re-presented chargeback and winning the claim.
If you receive a chargeback, read the chargeback carefully and see if you are able to provide the requested information. For example, for a “credit not issued” chargeback, the cardholder is stating they are entitled to a refund, but have not received one. In this case, if you receive a “credit not issued” chargeback but have already sent a refund check to the customer, you can provide a copy of the front and back of the cancelled check. In all cases, good documentation is key.
Some of the reasons for chargebacks may include:
  • Merchandise is damaged in transit and arrives broken
  • Merchandise was not as described
  • Merchandise was defective
  • The service was not properly done
  • The cardholder did not receive the service they were charged for
  • A cardholder returns the merchandise but has not received a refund
  • A cardholder disputes a transaction as a fraudulent use of their card
A retrieval request occurs when your customer requests more information about a transaction that appears on his or her credit card statement.
A customer contacts his or her credit card issuer to initiate the request. This is often due to an item showing on their credit card statement that may not have a clear descriptive name or phrase identifying the product purchased, the service received, or the name of the merchant.
No, a retrieval request is just a request for information. The amount of a retrieval request is not deducted from your bank account or your next ACH deposit.

Using Your Terminal

Simply give us a call at (800) 979-1516 and speak with one of our customer service representatives, we will have your terminal paper shipped to you right away and remember…it’s free. Normally, our merchants receive their paper within 3-4 days of placing the order.
While there can be many types of communication issues, most them can be fixed by taking the following steps: Unplugging your Ethernet or phone cable. Unplugging your power cable. Plugging your connectivity cables back in. Plugging your power cable in. A quick reset of this nature will resolve most connection issues. If you still can’t run transactions after taking these steps, give us a call at (800) 979-1516.
We include a “How to Use” guide with every terminal. This is a quick reference guide that explains most common functions. Also, we are constantly updating our online video library with new “How To” videos. You may also call us at (800) 979-1516 and one of our customer service representatives will help you or transfer you to a technical support expert, if needed.
“Declined” is a valid response from the card holder’s issuing bank. You will need to request a different form of payment.
It is possible that the paper is loaded upside down or that the paper in the terminal is not thermal paper.
Contact our Technical Support department at (800) 979-1516.
Contact our Customer Care Team immediately so that we can ensure that your customer will not be charged more than once. Call (800) 979-1516.
All dealers are set up to accept American Express unless they requested to not have American Express as a card option. If you are experiencing issues processing an American Express card, please call our Customer Care team at (800) 979-1516
The strip can only be used if there is an error when attempting to read the chip. The terminal will advise when the strip should be used as a backup. Keying in the card is still available when the card is not present. You may also use any card with Near Field Communication or a smart phone set up for payments, such as Apple Pay or Apple Watch or Android Pay. To use any of these devices, simply hold the device over the top of the terminal instead of inserting the credit card. The terminal reads the device and processes the transaction just as if a card had been used. You will get the same APPROVED or DECLINED message as you get when using a card for the transaction.

Equipment

Yes, new equipment is shipped programmed and tested.
Terminals are normally programmed, tested, and shipped within 48 hours of approval of a new merchant account.
In some cases, you may be able to use the equipment you already own as long as the terminal equipment is PCI compliant (although it would need to be reprogrammed). However, we provide brand new PCI compliant terminals free of charge, so it is rare that any new merchant elects to keep their old terminal.

Accepting NFC Payments

Near Field Communication (NFC) is a form of wireless communication that allows the flow of information between two devices. This technology is used to allow for contactless payment options for those customers who own phones, watches, or other NFC-enabled devices.
Apple Pay is a mobile payment service that lets Apple devices make payments at checkout.
All terminals provided by Tire Dealer Processing are NFC-enabled as well as being EMV compliant.
The ability to accept Apple Pay and other contactless payment does not require an additional fee. As with all credit card transactions, the rates per transaction may vary by individual card and processing options.
Apple Pay stickers are available to display alongside your existing card acceptance stickers. The terminal will also display a “Tap” prompt on the terminal during the transaction.
Apple Pay and other contactless payment transactions will still require a signature.
A card-present return would be processed just like any other return transaction. The customer would tap their NFC-enabled device when prompted to do so by the terminal.

Banking and Payments

It generally takes two business days from the day that you settle your transactions for the funds to be deposited into your bank account. Bank Holidays may lengthen funding of your transactions.
Visa, MasterCard, Discover and American Express.
Fees are outlined in the merchant processing agreement. Our fees are generally ten cents per transaction plus a small monthly fee (usually $25-$50). Interchange Fees vary by card type, entry method and other factors and are set by the card issuers and the banks. Other fees you will pay are set by the credit card processing system.
Call us at (800) 979-1516 or complete our online form. Go to https://tiredealerprocessing.com/get-started/. You will see the supporting documents that you will need to have available. It will take about ten minutes to complete if you have all your required documentation handy.