What is Chargeback Defense and how does it work?

If you are not enrolled in Chargeback Defense and would like to learn more, please let us know.

The Basics: Under the Chargeback Defense Program, RoadSync will reimburse Customer for Fraud Chargebacks (defined below) subject to the Coverage Limits (defined below) and the other terms and conditions of this Chargeback Defense Supplement. Customer’s subscription to the Chargeback Defense Program is limited to Customer’s Active Locations. An “Active Location” means a physical business address which Customer enrolls as part of its Remote Checkout account and that processes Customer’s Covered Transactions.

A Covered Transaction means a Transaction under your Agreement made by an Active Location via a Remote Checkout payment link with completed/attempted authentication under the 3-D Security (3DS) protocol, including frictionless authentication. A Fraud Chargeback means a fraud-based Chargeback on a Covered Transaction to which a Network has assigned one of the reason codes below: 

• Visa: 10.4 (Other Fraud – Card-Absent Environment)
• Mastercard: 4837 (No Cardholder Authorization), 4840 (Fraudulent Processing)
• American Express: FR2, FR4, F29
• Discover/Diners/JCB: UA02 (Fraud: Card Not Present)

Coverage Limits: RoadSync’s coverage responsibility is subject to the following coverage limits: 

• $10,000 maximum per Covered Transaction (“Per Transaction Limit”) regardless of the Covered Transaction amount, and
• $25,000 maximum per Active Location measured on a rolling annual basis (“Annual Limit”), meaning that the Annual Limit for an Active Location is reduced by the amount of a reimbursed Fraud Chargeback for a period beginning on the date RoadSync makes the reimbursement to Customer and ending on the anniversary of that date. 

For example, if Customer receives a $500 reimbursement for a Fraud Chargeback for an Active Location on February 1, that amount remains applied to the Annual Limit for that Active Location until midnight of January 30 of the next year. 

All Fraud Chargebacks for an Active Location will be applied to the balance of the Annual Limit for that Active Location; any adjustment made by RoadSync for a Fraud Chargeback as part of the reimbursement process (such as a won representment or RoadSync’s determination that a Chargeback is not covered) will be subsequently credited back to the Annual Limit.

Reimbursement Process: RoadSync will evaluate all Chargebacks Customer receives for Covered Transactions. RoadSync’s decision whether to reimburse for a Chargeback is final and at RoadSync’s sole discretion. RoadSync will notify you of its decision. When we notify you of a Chargeback, you must provide us complete evidence within 15 business days or the day before the chargeback due date (whichever is earlier).  Responses must consist of the following:

• Transaction records from Remote Checkout (invoice, amount, date, 3DS status);
• Service documentation (work orders, GPS data, photos/video of completed service);
• Payor communications (texts, emails, calls if legally recorded);
• Delivery confirmation (location, date/time, recipient, vehicle photos before/after);
• Payor’s agreement to your terms; and
• Any additional documentation we reasonably request.