Questions & Answers (FAQ)

Chargeback

Even though you as a merchant are probably already doing you best to prevent fraudulent and incorrect transactions, there is always a risk that a customer might want to dispute the transaction to their card issuer. If the card issuer determines that the transaction can be questioned, a complaint process is initiated through the card network, also known as a chargeback.
‍
The chargeback aims to reimburse the cardholder if an inaccurate or fraudulent transaction is detected. A chargeback also gives you as a merchant the opportunity to investigate the transaction together your acquirer, where you afterwards either accept the chargeback or contest the case.
‍

At Paytrim, we support our customers throughout the chargeback process by:

• Receiving and investigating incoming chargebacks.
• Informing you as our customer about incoming chargebacks and what it implies.
• Explaining what type of documentation is required to dispute the complaint.
• Administrating the chargeback process towards to card network.

How does a Chargeback work?

Below is a typical chargeback process:

• A chargeback is initiated when a cardholder disputes a transaction to their card issuer. The reasons may vary; the transaction may have been carried out ona stolen card, the wrong amount may have been charged, a customer may not have received their ordered item or a customer may still be waiting for a return.
• Once a card issuer has received the dispute, they first carry out an evaluation of whether the customer claim may be correct or not. They look for technical errors and if the transaction is considered correct and genuine, the issuer helps the cardholder to understand the transaction and no chargeback is proceeded.
• If the card issuer does not assess the transaction as genuine, a chargeback is initiated to reimburse the cardholder for the withdrawn amount.
• The case is submitted to the card network (e.g. Visa and Mastercard) to us at Paytrim and the charged amount will be automatically deducted from you as a merchant.
• Paytrim will contact you as a merchant with information about the case. If you as the merchant wishes to dispute the chargeback, Paytrim will inform you which evidence-based documents is needed for your particular case.
• If you as the merchant chooses to dispute the chargeback, Paytrim will administrate an appeal against the card issuer with the supporting evidence. If the card issuing bank considers the evidence sufficient, the complaint will be withdrawn and the amount charged from you will be refunded.
  • If the card issuer does not consider the evidence sufficient to dismiss the dispute, they may choose not continue to request the claimed amount on behalf of the cardholder.
  • If the card issuing bank where to stand by its request, you as a merchant mustdecide whether or not to continue to contest the claim. In cases where we believe we have sufficiently strong evidence, the case may be assessed by an independent party within the card network. However, this is rare, as the process is lengthy and involves higher costs.

Complaints

At Paytrim it is important to us that you are satisfied with our services, products, and our customer service. If a situation where to occur where we where to mot meet your expectation, we would like you to contact us and let our know. As a first step, we ask you to contact our support team for assistance with your issue. You can reach us either by email at support@paytrim.com, or through phone at 010-7500990.

If you still are not satisfied after initial contact, you have the option to contact our Complaint Officer directly. Please email our written complaint to complaint@paytrim.com or send us a letter addressed to:

Paytrim AB
Klagomåls ansvarig
Linnégatan 87 B
115 23 Stockholm

Guidance beyond Paytrim

If you want to contact an independent party, we refer you to your local authority's consumer adviser. They work in close contact with the Swedish Consumer Agency and contact information can be found on the Agency's website.

If you wish to have your case reviewed externally, you can make a written complaint to the Swedish Complaints Board (Allmänna Reklamationnämnden).

Protect yourself against fraud

To charge a customer should be easy and safe for you as a merchant, but also for your customers. Unfortunately, merchants and their terminals are sometimes used for fraudulent activities. This can range from the use of stolen cards to manipulation of terminals. In the worst case scenario, a fraudulent transaction can result in you, the merchant, having to bear the cost of that transaction.
‍
Together we can prevent fraud before it is made. Below is some valuable advice for you as a merchant to avoid being a victim of fraud:

Terminals

Terminals are valuable piece of equipments for your business. To avoid fraudsters from tampering with the terminal or installing skimming equipment, we at Paytrim recommend that you always keep the terminal under surveillance:

• Do not leave the customer alone with the terminal during the payment process.
• Check continuously that no external changes have been made to the terminal, such as glued-on parts around the keypad or terminal openings.
• Pay attention if a person takes an unusually long time to pay or tries to distract you at the time of payment. This may be an attempt to tamper with the terminal.

Refunds

Make sure to only perform refunds to the card on which the original payment was made with. By denying refunds to other cards, you can prevent fraudsters from using your business for fraudulent activities and money laundering. A common scam is for fraudsters to buy goods with a stolen card, which they later try to return to their own cards. This in order to convert the stolen goods into disposable cash on their card.

The merchant always has the right to refuse a request of refund to another card other than the original one.

Abnormal behaviour

Pay extra attention if you, as a merchant, notice that a visitor is spending an unusual amount or at a higher frequency than you are used to. The risk is that the visitor is using a stolen card and the purpose of these purchases is often money laundering.

If you are a merchant selling products that are more likely to be converted into cash on resale, such as watches and jewellery, you should be particularly attentive.

Train all employees

Ensure that all employees know how payment/credit cards and terminals should be managed and inspected. Also what constitutes abnormal behaviour and how to act if different situations where to arise.
‍
It is particularly important that new and temporary staff receive training as soon as possible, as fraudsters tend to strike when they know that regular staff are not on site and during opening hours with most customers as the employees may not be as attentive.

Contact Paytrim to report suspected fraud or for more support.

In case of suspicion of fraudulent purchases, manipulation of terminals or any other anomaly, please contact Paytrim support as soon as possible. Either via email at support@paytrim.com or call us at 010-7500990 for further help in the matter.
‍
Do you have any other questions or concerns related to protecting your business against fraud? Feel free to contact our support via the contact details above.