Support

1. Does AWEPay provide call verification services?

Yes. All you need to do is sign up with our call verification service. Our call centers will assist you in verifying the legitimacy of your customers.

2. What’s a chargeback?

A chargeback is triggered when a consumer disputes a charge made to their credit card and receives the refund from the issuing bank. The card issuer will then charge this refunded amount to the merchant with, on most occasions, a penalty fee. Common situations which cause charge backs (or reversals) are:

·         When an unauthorized party makes a purchase with the credit card, very often in cases of fraud and card theft

·         Multiple charges on the credit card for the same order

·         When the consumer doubts the validity of the purchase with the issuing bank or when the integrity of the product/service was compromised

3. How best to avoid chargebacks?

·         The main reason a consumer requests for chargebacks is because they do not recognize the charge. Thus, merchants should provide key details of their company to avoid complications and uncertainties

·         The descriptions of all products or services being offered should be clearly described and defined in detail with clear language to minimize or relinquish room for ambiguity

·         Merchants should provide email verifications upon confirmation of the transaction for proof of delivery and seek to understand and respond to each customer according to need

·         For merchants, state your return/refund and policies on your website. Nonetheless, the laws of many countries dictate that consumers can exercise their right to request chargebacks if an item is defective or not received.

4. Certain chargebacks occur long after a payment has been made. Why?

Consumers are given a grace period – typically 180 days – to request chargebacks after the transaction has been made, subject to the regulations of the issuing bank.

5. What can a merchant do to increase the probability of having charge back disputes work in their favor?

·         Have consumers sign a copy of the checkout receipt once a certain service or product has been successfully delivered according to their requests

·         Always keep a copy of the proof of delivery, whether through an online tracking system or signed hardcopy. All critical information such as signed agreements, receipts and any forms of correspondence with each customer should be well documented

·         If a refund or replacement for the customer is required, do so promptly. When the refund or replacement has been made, ensure there is sufficient proof of the transaction.

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