Preventing and managing chargebacks

Post clear contact information and a short refund policy on every machine. Most chargebacks happen when customers cannot find a fast way to resolve a $2–$5 issue.

Use telemetry to verify vend success and track repeat failures by column. Resolve failed vends quickly and document the refund in a simple log with transaction ID and resolution time.

If a chargeback occurs, respond within the processor window with telemetry evidence, refund receipt, and a photo of your contact label.

• Validate each disputed charge against the vend log.
• Confirm the reader transaction ID and timestamp.
• Save portal screenshots for each response.

• Check for intermittent offline periods that cause duplicate taps.
• Confirm firmware is current to prevent reader glitches.
• Replace worn MDB cables that cause random disconnects.

• Keep contact labels large and easy to read.
• Respond within 24 hours to preserve processing ratios.
• Provide proactive refunds for verified failed vends.

• Confirm all steps are documented so the next technician can reproduce the results.
• Capture before/after metrics (errors cleared, sales restored, or uptime improved).
• Review machine, reader, or route settings to ensure they match location standards.

• Skipping a controlled test leads to false positives.
• Updating hardware without documenting configuration changes.
• Forgetting to verify payout, refund, or reconciliation data after changes.

• Run a final test with known-good inputs.
• Log the outcome with date, time, and device identifiers.
• Schedule a follow-up check if the location has high traffic or seasonal demand.

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• Document changes with time, machine ID, and location name.
• Verify settings, pricing, and service modes after each fix.
• Capture before/after results to confirm resolution.

• Test with known-good inputs and controlled conditions.
• Validate telemetry, alerts, and payment logs where applicable.
• Confirm location expectations and update the site contact.

• Configuration drift after firmware or component swaps.
• Inconsistent power or network conditions at the location.
• Gaps in preventive maintenance routines.

• Monitor for 7 days and note any repeat errors.
• Schedule follow-up if the site is high-traffic.
• Escalate with full logs and photos if issues repeat.

• Compare device logs with settlement reports.
• Confirm offline mode settings and retry intervals.

• Verify MID/terminal IDs match the deployed reader.
• Confirm batch timing and payout schedules.