What additional information can a keyed-entry or MOTO merchant provide to defend against chargebacks?

In addition to the actions described in How can I defend myself against chargebacks?, keyed-entry or MOTO merchants can also provide the following additional information.

Evidence of cardholder actions

If applicable, you should provide evidence of the following:

• Person who signed for the merchandise was authorized to sign on behalf of the cardholder, or is known by the cardholder
• Release form or waiver signed by the cardholder that allows packages to be delivered to the cardholder’s address without requiring a signature, and provide an unsigned Proof of Delivery (POD)
• Cardholder agreed to accept the merchandise or services as provided
• Pickups:
  •  Cardholder signature on the pick-up form
  •  Copy of identification presented by the cardholder
  •  Details of identification presented by the cardholder
• Deliveries to a business address:
  •  Merchandise was delivered to the address—a signature is NOT required as evidence of delivery
  •  At the time of delivery, the cardholder was working for the company at the delivery address, for example:
    •  Confirmation the cardholder was listed as a director of the company
    •  Cardholder email address with the company’s domain name

Evidence of your actions

If applicable, you should provide evidence of the following:

• Written correspondence between you and the cardholder, including:
  •  Letters
  •  Emails
  •  Photographs
  •  Faxes
  •  Any other written correspondence
• Imprinted transaction receipt
• Shipping date, if the merchandise is in the process of being shipped
• You shipped the merchandise to a positive AVS address and obtained Proof of Delivery (POD)
  •  Domestic only—signed POD may be required to assist with resolving the chargeback
• Delivery, or evidence that the goods or services were delivered as directed by the customer
• Shipping and delivery of any replacement merchandise
• Explanation of any differences when transaction dates, merchant name, or merchant location differ