When customers are charged automatically with our auto-charge or auto-pay features, and do not manually pay the invoice themselves, there is an increased risk of bank-initiated and customer-initiated chargebacks occurring. In order to mitigate ACH chargebacks when utilizing auto-charge and auto-pay, we have outlined our recommended guidelines.
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Do not attempt to re-charge a customer after a failed ACH transaction. First notify your customer to confirm their bank account information is correct and that they have sufficient funds in the account
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Ensure you are charging your customer’s preferred payment method, and they have denoted this in their dashboard accordingly
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Confirm customers are aware they are being auto-charged or set-up on auto-pay
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Clearly communicate your refund policies to customers, and make it easy for them to request a refund if they are unhappy with their purchase
If ACH chargebacks persist with any given customer, our team will help you develop a strategy for capturing payment without any issues.
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