Below is the typical chargeback process. Please review and contact your BridalLive account manager (firstname.lastname@example.org) or Fullsteam’s Payment Services team with any questions. Fullsteam may be reached at 334-329-6775, option #4.
Step 1: The cardholder contacts their credit card issuer (also known as the “issuing bank”) and files a chargeback for a specific payment.
Step 2: The merchant is (sometimes) debited the amount of the charge by the credit card issuer when the chargeback is initiated. This is dependent on the card-issuing bank and/or the card brand.
Step 3: Fullsteam is notified by the credit card issuer that a chargeback has been filed. Fullsteam will then alert the merchant of the chargeback via email and the dispute process begins.
This email will include a request for the merchant to provide all relevant information regarding the charge to help prove the cardholder’s intent and/or agreement for purchase.
Step 4: The merchant submits any/all evidence pertaining to the charge being disputed via email prior to the deadline communicated in the chargeback notification email. (examples below) In order to submit your documentation, you must reply to the original email sent to you by Fullsteam detailing the chargeback.
Step 5: Fullsteam will submit any/all evidence provided by the merchant and will dispute the chargeback with the card issuer on behalf of the merchant.
The dispute window is typically 20-30 days depending on the card issuer. The deadline provided by Fullsteam is set by the card issuer and all evidence must be submitted by that date, with no exceptions.
Step 6: The final ruling of a chargeback being in favor of the cardholder or the merchant is solely up to the card issuer.
The resolution process can take anywhere from 45-60 days after the dispute deadline, and Fullsteam has no control over the timeframe as these are set by the card issuer and/or card brands.
*Keep in mind that the cardholder is the issuer’s customer, so the evidence must provide enough validation of the cardholder’s intent for the chargeback to be ruled in the merchant’s favor.
Examples of evidence to provide for a chargeback dispute:
Please note that the below examples will be specific to the cardholder, aka the person whose name is on the credit card being used for a purchase.
In some cases, the cardholder and the person placing a special order might be different, so it’s important to keep that in mind regarding the below recommendations.
Appointment booking fees and cancellation charges:
- Screenshots of appointment cancellation/booking policy clearly shown on the shop’s website.
- Screenshot of appointment cancellation/booking fee agreement as shown on BridalLive website forms (policy, billing address entry, signature-when using auto-charge booking fee, etc).
- Appointment confirmation messaging including details about appointment booking/cancellation policy (email/SMS).
- Appointment reminders including details on appointment booking/cancellation (email/SMS).
Transaction Charges (Sales, Special Orders, or Layaways)
- It’s best practice to process all in-shop payments via a terminal using EMV (inserting the chip) when possible.
- A clear, all-encompassing, and customized “sales agreement” detailing the shop’s policy must be signed for each transaction on the created date.
- A cardholder signature must be obtained for all in-person payments via the payment receipt.
- It’s best practice to email a signed copy of the invoice/sales agreement to the customer/cardholder as well.
- Any/all relevant written communications pertaining to a transaction/purchase/order between the shop and the cardholder and/or purchaser.
Automatic Payment Plans
- In addition to the sales agreement and payment signature, a clear and comprehensive agreement of the automatic payment plan terms must be signed by the cardholder.
In-person payments are ideal, however not always possible. BridalLive’s online payments feature is the next best alternative due to the cardholder signing a sales agreement (contract), entering their billing address, and signing for the payment.
Manual Entry Payments
Manual entry payments and/or virtual terminal payments should be the last resort since it’s considered a “card not present” transaction. “Card not present” transactions are the easiest for the cardholder to claim as fraudulent and increase the liability of the merchant losing the chargeback dispute without adequate evidence. (Typically due to lack of signature for payment.)
*Be sure to enter the billing address for the credit card upon entering manually.