# Preventing disputes

Cut the disputes you receive by making charges easy to recognize, policies easy to find, and your business easy to reach.

## Why disputes happen

A cardholder may file a dispute for many reasons:

- They don't recognize the business name on their statement.
- The goods were never received.
- They are dissatisfied with the service or goods, or the product wasn't as described.
- Friendly fraud, where the cardholder knowingly approved the transaction but reports it as unauthorized. Friendly fraud is often caused by confusion over a statement descriptor.


## Best practices to prevent disputes

The following practices reduce the most common causes of disputes.

### Use a clear billing descriptor

Use a short, accurate statement descriptor that names the business your cardholders will recognize. For example, if your business is "Bob's Bike Repair LLC", use "Bob's Bike Repair".

- Make the descriptor distinct and accurate, such as your website domain name.
- Make your Doing Business As (DBA) name as visible as possible on your website, since your legal business name may not be recognizable to cardholders.


### Publish straightforward policies and FAQs

Give buyers an easy-to-follow returns policy that includes return-by timeframes, refund guidelines, and return shipping instructions. List this information on your website or a Frequently Asked Questions (FAQ) page.

### Describe products and services clearly

Accurately describe your products and services on your website. Descriptions can include product details, specifications, photos, and, where available, customer reviews.

### Keep contact information up to date

An easy-to-find contact page is a first-line defense against an incoming dispute. Cardholders want to reach you with questions about your products or services. Publish your business hours and phone support availability, such as Monday to Friday, 6 AM to 6 PM PT.

### Communicate well with buyers

Many disputes can be resolved before they become chargebacks. If a buyer contacts your business, resolving the disagreement directly can prevent a formal chargeback.

For example, a buyer who receives a damaged product might open a dispute. Giving them the chance to explain the situation may let you replace the item instead. Be available: if a buyer emails you, send an auto-reply that confirms you received their message, and offer live chat or a customer service number. Responding quickly minimizes the miscommunication that leads to disputes.

### Keep detailed transaction records

Retain purchase information so you can respond to a possible dispute. Documentation requirements vary by card issuer and by transaction type, such as card-present or card-not-present.

For online transactions, keep order confirmations, shipping details, and delivery confirmations. For card-present transactions, keep written return guidelines, shipping policies, and transaction receipts showing the cardholder's signature. For card-present transactions, submitting more evidence than necessary can help.

### Send order confirmations and follow-ups

Send an automated order confirmation when a buyer places an order. Once the order ships, send the shipping information or confirmation of digital delivery. If there is a delay, keep the buyer informed. For example, if a product is out of stock, tell the buyer right away and offer options, such as shipping when it is back in stock or providing a refund.

## Next steps

How disputes work
Learn what disputes are, how the dispute process runs, and what fees and outcomes to expect.

Responding to Disputes
Upload evidence and submit a response to challenge a Dispute.