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      Chargeback Dispute Process

      SOP: CREATE A TICKET

      There are two third party entities that handle chargeback. PPS and Merlink.

       

      PPS CHARGEBACK

      • Receive system generated notification via email.
      • Create a ticket and log as email (copy/paste) the notification email.
      • Open account in MXC.
      • Add yourself on the account.
      • Open account in MXM.
      • Find the transaction in Payments using the information in the notification and get the following information:
        • Case Number: (After calling chargeback team)
        • Deadline: (After calling chargeback team)
        • Card ending: 
        • Date: 
        • Customer: (Put not indicated if blank)
        • Reason: 
        • Amount: 
        • Card Type: 
      • Add this information as a note in the ticket.
      • Call PPS Chargeback team at 800-672-5007 and ask for deadline for the chargeback and case number if available.
      • Call the merchant (it is imperative you talk with the merchant).
      • If you reach their VM, leave a message:

      Hello, this is Payment Pilot, your merchant processor. We have some very important information for you regarding your merchant account. Please call us back at your earliest convenience at 704-464-0395. Thank you.

      • After leaving a VM, send an email to the merchant:

      Hi ______ ,

      I tried calling you but was unable to reach you. We have some very important information for you regarding your merchant account. 

      Please call us back at your earliest convenience at 704-464-0395. 

      Thank you,

        • Please call daily until you reach the merchant.
        • When you are able to talk with the merchant, let them know about the chargeback. Tell them you will email the details.
        • Inform the merchant we are just assisting with the chargeback and we do not handle them, all we can do is help them with their supporting documents to challenge the dispute but they have to contact chargebacks@pps directly for support and updates.

        Emailing Merchant About the Chargeback Details:

        Greetings,

        I am reaching out to inform you of a recent chargeback listed below.

        Please reply to this email and include any supporting documents such as invoices, completed work orders, contracts, or receipts to open a dispute.

        Add chargebacks@pps.io in the reply, our chargeback team will work with you directly to try and resolve the issue.

        Chargeback Details

          • Case Number: (Can be found in MXM)
          • Deadline: (After calling chargeback team)
          • Card ending: 
          • Date: 
          • Customer: (Put not indicated if blank)
          • Reason: 
          • Amount: 
          • Card Type: 

        Kind Regards,

        • You can follow up with the merchant after a few days if they have submitted the documents.
        • Close the ticket.


        MERLINK CHARGEBACK

        • We do not receive notifications for chargebacks handled by Merlink.
        • A merchant may contact us about a chargeback they saw in their bank account, let them know you will look into it and get back to them.
        • Notifications are sent to the merchant via MXM and it can also be found in MXM under Reports/Chargebacks.
        • Details for the chargeback are here, get the chargeback data from the notification or look for the transaction for the following details.
          • Case Number: (Can be found in MXM)
          • Deadline: (After calling chargeback team)
          • Card ending: 
          • Date: 
          • Customer: (Put not indicated if black)
          • Reason: 
          • Amount: 
          • Card Type: 
        • Add this information as a note in the ticket
        • Call Merlink Chargeback team at 866-637-5467 and ask for deadline for the chargeback and case number if available
        • Send an email to the merchant:

        Greetings,

        I am reaching out to inform you of a recent chargeback listed below.

        Chargeback Details

          • Case Number: (Can be found in MXM)
          • Deadline: (After calling chargeback team)
          • Card ending: 
          • Date: 
          • Customer: (Put not indicated if black)
          • Reason: 
          • Amount: 
          • Card Type: 

        Please upload at www.merlinkresponse.com  (accepts only  jpg and pdf formats, No $ or , symbols in the amount) or Fax to 706-644-5210 any supporting documents such as invoices, completed work orders, contracts, or receipts to challenge the dispute.

        You can follow up on the status at 866-637-5467, please provide the case number.

        Kind Regards,

        • Close the ticket

         

        💡 Chargebacks can come from 2 third party entities, Priority and Merlink. Notifications that come in via email are from Priority. Please note supporting documents for the chargeback can only be sent via

        Email: chargebacks@pps.io

        Fax: (402) 933 1525

        Regular Mail: P.O.Box: 6010 Hagderstown Maryland 217416010

        or by creating an account at  www.businesstrack.com

        Follow ups should be called in at 800-672-5007.

         

        Chargeback Department:

        Phone: 800-672-5007

        Email: chargebacks@pps.io

        Fax: (402) 933 1525

        P.O.Box: 6010 Hagderstown Maryland 217416010

        Website: www.businesstrack.com

         

        💡 Another chargeback processor is Merlink. If chargeback is not found in Priority, call Merlink at 866-637-5467 and ask for the case number. Supporting documents can be uploaded at www.merlinkresponse.com or faxed to 7066445210. Include the case number, amount and email.

        Merlink Chargeback

        7066445210 FAX

        866-637-5467 CS

        www.merlinkresponse.com (upload documents, jpg, pdf) No $ or , sign in the amount