Customers are great, aren’t they? They provide valuable insights on marketing trends. And they can jumpstart your business when it seems to be at a freefall. But customers tend to bring new, confusing reasons to dispute a transaction. One of those reasons involves a price match. It’s not always successful. But the thought of charging back a transaction because of a lower price made us think, how is this even acceptable?
This post will go through some reason codes that provide validate price matching disputes. And we’ll give you some tips on how to prevent this dispute from getting into the card networks’ radar. But first, let’s set the scene in order to envision how a price match dispute can occur.
Cardholders Have Reasons to Dispute
And you can learn how to respond with the Chargeback Reason Code Encyclopedia.
What Causes Price Match Disputes?
The motive behind this dispute is more rational than anything. Or it’s presumed to be rational from the customer’s perspective. For instance, a customer is interested in buying a new camera. A DSLR camera that accurately captures the moments of photo subjects. So, she buys this camera of a well-known brand, and it arrives at her doorstep.
But a couple days later, she noticed the same DSLR camera for a much lower price. The customer now has some buyer’s remorse. And despite all the available to ask for refund, the customer disputes her charge in order to get her money back. But this dispute is unique in that she’s requesting her transactional data for a price match.
How Can This Happen?
It depends on the card network. A dispute like this is not enough to issue a chargeback. This leaves only two networks that support inquiries and ticket retrieval requests: American Express and Discover. Here are the codes that give the price match dispute some merit.
Description: Request for Support/Itemization
What It Means: The cardholder is not disputing the charge(s). He or she is requesting support and itemization. In other words, the cardholder is asking for documentation related to the transaction.
How To Respond: The documentation that was requested in the dispute. A price match dispute will require transaction amount.
Description: Transaction Documentation Request
What It Means: The cardholder or issuer requests a copy of documentation for a transaction.
How To Respond: Provide transaction documentation signed by the cardholder, or other evidence that the cardholder received the goods and/or services purchased in the transaction and the transaction itself.
There’s More Where That Came From
And it’s all compiled into a user-friendly ebook. The Chargeback Reason Code Encyclopedia gives you descriptions of all the card networks’ reason codes. And on top of that, you’ll learn how to respond to each reason code within your response.
I Already Received My Copy. What Else Do You Have?
I’m glad you asked.
How Can I Prevent Price Match Disputes?
It requires compliance and transparency on your end. Granted, it’s unlikely that a price match dispute will issue a chargeback. But you’ll need to comply with its inquiry or retrieval request. Within your response, clearly state that your business does not price match. But show the network that you’re more than happy to provide the requested documentation.
A great way to strengthen your response is to provide your policy as compelling evidence. A customer who files a price match dispute may view a chargeback as a refund. So, here is what you can offer to the card network as it forwards your response to the customer.
First, Start With the Basics
Provide all the documentation that was requested in the dispute. For a price match dispute, this may include:
- The transaction amount
- Name of your business
- Product description
Next, Tie In Your Policies
It’ll be great to highlight your refund policies and return policies. This can include statements like:
- A customer’s window to ask for a refund and/or a return
- Confirmation emails and indicators as to where your policies are visible in said emails
- Any statements that state whether your business does price match
And Finally, State The Obvious
A price match dispute should tell you that the customer made no effort to contact you. This a great point you should make in your response.
This may seem like a hassle. But it’s a necessary hassle in order to prove your compliance. At times like this, you would think the customer would have just easily looked at her billing statement in order to perform a price match. It’s just a thought. Hopefully, American Express and Discover will do something to prevent price match disputes all together.