Processing payment and other transactions requires a considerable technology infrastructure. Moneris is committed to investing in the people and innovative technologies that provide superior payment processing solutions to our customers. Moneris has the scale and focus to be the industry leader. As a Moneris merchant, you can be assured that Moneris will keep you on the leading edge of transaction processing now and in the future.
What is a chargeback?
A chargeback is a debit to a merchant's account from a previous sales transaction. The reasons for chargebacks can be due to errors made by the merchant in the submission of their credit card transactions, non-authorized transactions and disputes from cardholders. When this occurs, Moneris will send the merchant a "Sales Draft Copy Request" which asks for a copy of the receipt as proof that the cardholder authorized the sale. When you receive these notices, please respond to them within the timeframe indicated on the notice.
What is a Sales Draft Copy Request?
A sales draft copy request is sent to you from Moneris when a cardholder queries or disputes a purchase made on your web site. If you get one, please respond to it in the timeframe specified and provide the following: copy of the transaction record (on-line receipt or email), waybills or proof of delivery (with signature of recipient). If you do not reply to these requests and can't provide the proof of purchase/delivery, the transaction can result in a chargeback.
What is a Retrieval Request?
A retrieval request procedure takes place when a cardholder or card-issuing institution questions or disputes a transaction. If you receive a Retrieval Request, please respond within the specified time by providing a legible copy of the transaction receipt or other documentation. Examples include Car Rental Contracts, Hotel Guest Folios and Sales Invoices.
Timing is critical. If you do not respond, or respond late to the Retrieval Request, you will be subject to a Chargeback. The required elements to fulfill a Retrieval Request are: card number, cardholder name, transaction date, transaction amount, authorization number, merchant name and location, and cardholder signature (if available).