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1 What is a chargeback?
A chargeback is the forced reversal of a transaction by the credit card issuing bank. Chargebacks take place when we receive notification from our partner bank that the cardholder's card issuing bank has received a dispute notice from the cardholder, whose card had been charged by our merchants. In certain cases defence is possible (e.g. order denial while delivery is completed indeed), given merchants are able to provide adequate evidence. Sometimes (for example, fraudulent card usage) a chargeback is made immediately. Please note that excessive chargebacks may result in service terms revision, service suspension or even termination.
2 What is a rolling reserve?
Instead of requesting an upfront deposit, we may impose a rolling reserve on a case-by-case basis. The purpose of which is to prepare and maintain a sum for contingent chargeback requests. The rolling reserve is usually a percentage of monthly transactions (which ranges from 10% to 40%), which will be released to merchant after a short period of time (usually 60 days).
3 I'm concerned with the issue of online fraud. What should I do to minimize fraud?
Fraudulent behavior online takes various forms from stolen card to system hacking. As an experienced payment service operator, we would like to suggest the following actions to minimize fraud.
Web site security
We strongly suggest that PayTech e-Commerce merchant's e-commerce web site is equipped with security facilities like SSL, encryption and firewall. This way, the merchant's database (especially the sensitive sales information) and its transmission are safe from being accessed by outsiders.
Merchants should urge customers to provide adequate information upon ordering, especially contact information of the customers. Make sure that the customer is a legitimate cardholder. More attention is required for suspicious orders (like remote delivery addresses or simultaneous multiple orders).
Free mail address
Some fraudsters attempt to mask their identity by using a free mail addresses. While most users of free mail addresses are indeed legitimate, caution should be exercised for orders with free mail addresses, especially when this is the only way to contact the customers.
Merchants should be wary of orders that falls outside usual ordering patterns, like bulk orders or purchases that greatly exceed the average transaction amount.
Beware of orders made from odd locations (which are sometimes traceable with the IP addresses), especially where credit card fraud is more common.
Proof of delivery
Get a signed proof of delivery or receipt if available upon retrieval request.
Merchants should devise and maintain clear, easy to understand and consistent product return policies to keep customers well informed
An effective way of minimizing losses due to fraudulence is to encourage customers to register as PayTech members. All bank accounts and credit cards of our members are authenticated, meaning that they are virtually "genuine" customers.
4 What will the customers see on the monthly bank / credit card statements after purchasing from a merchant?
The name of the merchant will appear on the credit card statement.
5 When and how does PayTech reimburse received payments to a merchant?
Merchants may receive payments by cheque (at a charge). Normally PayTech e-Commerce merchants receive payments (less transaction commission) twice a month (on the 1st and 16th day of each month, to reimburse payments received between the 1st and 15th of the previous month, and that between the 16th and the end of the previous month respectively).
6 Would you deduct any charges from received payments of merchants?
We do not deduct setup fees, monthly fees or marketing expenses from received payments of merchants. Such charges are billed to merchants separately. On the other hand, transaction commission, refund and chargebacks (if any) will be deducted from received payments before reimbursement.
7 How can I change the registered information (e.g. contact person, company address)?
Please email us at email@example.com
8 What is Verified by VISA / Securecode / J/Secure ?
These are a security feature instituted by VISA International, MasterCard International and JCB International to protect online and mobile purchasing. It enhances the existing credit card with an additional personal password to be used to authenticate a genuine cardholder purchasing online. When a credit cardholder of these shops online, he/she will be required to enter the password in the same way as entering a PIN at an ATM. That means only the cardholder can use that card. For details, please visit Visa International,
9 Is it compulsory for online and wireless merchant to join Verified by VISA, SecureCode and J/Secure ?
Yes. According to these card organizations, merchant whose engages in business accepting online or mobile credit card payment have to join these over time. As PayTech merchants, we are pleased to offer this protection service FREE.
10 What are the protection benefits
Reduce fraud by assuring cardholder's identity with the authentication of Card Issuer;
Increase confidence to ship to the cardholders worldwide, resulting in increased sales;
Reduce your liability for fraudulent and disputed purchases.
Reduce risk to release credit card information for online purchasing and avoid unauthorized card use;
Enjoy more confidence shopping online with better protection.
11 Is there any extra Does charge for merchant?
For those merchants who join PayTech eCommerce plan, these features will be bundled without additional charge. For PayTech eCommerce Premier plan, merchants have to arrange a license from the acquiring bank.
12 How does Verified by VISA / SecureCode and J/Secure work?
Please refer to VISA International for details. The location is: http://www.visa-asia.com
13 Does a merchant need to modify the web site to use these security features?
For those merchants who join PayTech eCommerce Standard plan, there is no need for them to modify their web site. For PayTech eCommerce Premier plan, the merchants need to install a license which is provided by the acquiring bank.
14 How does the merchant know that a transaction is passed Verified by VISA, SecureCode or J/Secure ?
For those transactions processed by any of these, in the PayTech Merchant Administration site. The payer authentication (Payer Auth) column in your transaction detail report of the transactions will be shown as "T", which means "True".