G2APAY - Merchant questions regarding Disputes/Chargebacks Answered - Site owners read!

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I recently reached out to my account admin who is the manager of corporate sales at g2apay and asked him about their policys, here you go;

1. Does G2A PAY submit the documents that we submit for the disputes/chargebacks to the financial institution ?
Yes, from now when you receive one of these notifications, we will be passing on the documentation that you will provide via email [email protected]. Sometimes we will add our own input, when relevant.

2. What sort of odds of winning the disputes/chargebacks do we have? Does G2A PAY try to help merchants win?
As the arbitration is not within our control, it is complicated to state on odds to successfully defend chargebacks. However while I cannot share the data, the pattern that we see across our book of merchants is rather healthy, we would not be making this change otherwise. When it comes to helping your win, yes, the process as described in the guide you received yesterday is the first phase. Optimization efforts are already being drawn and added to our development pipeline.


3. Will we be provided what institution the dispute/chargeback came from so that we can also contact them?
You will know what payment method this came from and by extension which institution is behind it. However your sole contact will be our Dispute Team. You will not have direct contact with PayPal or Visa/Mastercard, we're managing this for you.

4. What sort of documents/ proof will be required for each dispute/chargeback?
See the email notifications, at this point you will only receive one template with a generic set of documents that you may provide, but anything else that you think might be relevant would be welcome too.

6. How do we contact the dispute/chargeback team? Can we call them or just email?
Only email for now, but I do not see this changing in a near future. The process should be rather straight forward, ergo you receive a notification, pull the 'usual' documentation that will help us defend, send it, and job done. If you want to discuss the process in essence, our merchant support team remains your point of contact.

7. Will G2A PAY be reducing the fees on merchants now that its main selling point has been removed?
We are always looking at making our proposition more attractive but this policy shift will not have a direct impact on the pricing. G2A PAY is going through some important improvement efforts as we speak, and we are excited to tell you all about it... when the time comes.

8. Does G2A PAY apply a dispute/chargeback fee of $15-$25 like other companys do whether we win or lose a credit card chargeback?
No, we will keep covering for that. This may change in the future but we are not considering this at this point.

9. Will G2A PAY give us more customer information if they dispute/chargeback beyond just the order information?
I am not sure I understand the question. The notification will contain the transaction id which will allow you to pull all data available in the panel. What other information are you thinking of exactly?

10. Do the documents required vary based on the merchants store/product offerings for disputes/chargebacks?
Of course. Tangible goods will require shipment tracking/proof of delivery, while digital goods are more complicated to defend. See response to question 4, the notifications will give you a list of relevant documents, this list is not exhaustive and we are happy to receive further information from you if you have any. Note however that providing these documents do not guarantee a successful defense, this is what is the most successful according to our experience, but each case's arbitration still happens on our partner's side.

 

bump.

 

Nice addition to the section and as a vendor who is adding G2A payment options to a few of my sites soon I appreciate the FAQ layout.

From the way they are handling evidence through an email process is very similar to Player Auctions. It seems to me that it is a move to stop people "yolo delivering" any order they receive. From my experience with Player Auctions, they seem to also do the same in their dispute process to cut out the merchants who think they are 100% protected nomatter how negligent they are.

I would advise all sellers to be organized with how they manage their order process and delivery evidence. A useful and organized tactic I use is creating a file directory for each order of significant value by naming the folder the same as the order number, and inside having full chatlog exports in textual format (from email archive), and also in screenshot form with the site visitor IP and browser logs in addition to the conversation. Also a screenshot of all 3 trade windows.

 

You's a real one for sharing this information with everyone.
Thank you.