A well-trained team will always drive a higher satisfaction rate. However, no matter how well you may train your team there will always be a dissatisfied customer that ignores the claim process and file a chargeback. It’s not uncommon for us to hear “I really tried to work things out with the customer but got a chargeback anyways, how can I protect myself?” We wanted to share how these 3 steps can protect your moving business from chargebacks.
Step 1 Signed Governing Documents (contract & Credit Card Form)
Two most important documents required for defending the chargeback is to have the contract (bill of lading) which govern the move completed in its entirety for the contract to be valid; and to have a Credit Card Authorization Form properly showing that the amount in dispute was agreed upon by the customer as their signature attests.
Step 2 Itemized Revised Estimate
In cases where the estimated quote has increased, your next step must be to complete an itemized revised estimate. A signed document, breaking down and listing the additional services and items that a customer requested at the time of pickup goes to show that you and your customer agree to the changes listed on estimate of charges based on changed circumstances, before the shipment was loaded. This will place you one step closer to showing the merchant that they need to release the money being held by them.
Step 3 Delivery Signatures
Customer Signatures at delivery is having the upper hand. At time of delivery you must get the Delivery Acknowledgement field signed by the customer or representative. There are times where the customer doesn’t want to sign, and that’s fine, take a step back and let them finish, acknowledge how they feel and have the delivery driver write “Customer Refused to Sign” that’s it! While without a delivery signature there are no guarantees the customer’s issuing credit card company will reverse the chargeback in your favor, notating the documents they refused to sign show that an attempt was made.
Is it that simple?
Yes. Our business is in a highly regulated industry. When dealing with different merchant services, you should consider working with knowledgeable professionals to help you and your team with your training and compliance needs. . . As a business owner, managing risk by keeping tighter control and assuring your documents are compliant could mean protecting your business. Once this is under control, you stand a better chance of winning the case.
To learn more about Household goods compliance, training and to learn about required legal documents, send us a note or call us.