Summary
This document is a guide that outlines the processes and best practices for managing disputes and fraud in payment transactions. It begins by defining Early Fraud Warnings (EFWs) and the circumstances under which they are generated. The guide details the dispute terminology, including the differences between disputes and chargebacks, and explains how the payments team at Sertifi handles disputes, including the steps taken to gather information and respond to disputes effectively. It emphasizes the importance of effective customer communication and outlines mandatory checks during the checkout process to prevent fraud. The document also provides best practices for responding to disputes, including how to compile and present evidence clearly and concisely. It discusses the new Visa Compelling Evidence 3.0 policy and highlights examples of EFWs in action. Overall, the guide serves as a comprehensive resource for understanding and navigating the complexities of disputes and fraud in payment processing.
