Need advice from POS users. We received a chargeback (and lost). We have video in-store of the person making a small purchase ($15). They had the card and used the chip to pay. They received the item and walked out. Now they are claiming they weren’t there and didn’t get the item. We have lost the sale and now have a chargeback fee. How do we protect against this in the future?
Topic summary
Merchant reports a lost credit card chargeback on a small, card-present POS sale ($15). The customer allegedly used an EMV chip card, was recorded on in‑store video receiving the item, then later claimed they were not present and did not receive the product.
- Evidence cited: in‑store video of the transaction, physical card present, chip used, item taken.
- Outcome: sale reversed and a chargeback fee assessed; dispute was unsuccessful despite provided evidence.
Chargeback (issuer‑initiated reversal after a cardholder dispute) occurred even in a chip, card‑present scenario. POS (point of sale) transaction details were not sufficient to win the case.
Request: practical steps to prevent or better defend against future chargebacks in similar card‑present transactions.
Open items:
- What additional authentication or documentation (e.g., PIN, signature, ID checks, enhanced receipts) strengthens card‑present disputes?
- How should POS settings or procedures be adjusted to capture evidence issuers accept?
Status: no resolution or agreed actions yet; advice sought.