Most avoidable chargebacks stem from confusion or a bad experience, not fraud. These practices reduce disputes at the source and, when one arrives anyway, leave you with the evidence ready to respond.
Practices that make a difference
Use a recognizable merchant name
The name that appears on the buyer's statement must match your brand name. A confusing descriptor is the number one cause of "unrecognized charge" disputes on legitimate purchases.
Send a receipt for every charge
An immediate receipt with your brand, the amount, and the description reminds the buyer what they paid for and to whom. That same receipt is evidence if the transaction is disputed later.
Publish clear, visible policies
Returns, cancellations, delivery times, and subscription renewals must be visible before payment, not hidden. A policy accepted during the checkout flow is strong evidence in a dispute.
Keep proof of delivery
Tracking numbers with delivery confirmation for physical products; access, download, or usage logs for digital services. Keep them for at least a few months: disputes can arrive weeks after the charge.
Respond quickly to your customers
A buyer who doesn't get a response goes to their bank. Visible contact channels and responses within hours — not days — defuse disputes before they exist.
Resolve valid complaints right away
If the customer is right, refund without waiting for them to dispute: a voluntary refund costs less than a chargeback, even one you win.
Expected result
Fewer disputes at the source and a ready file for every transaction: receipt, accepted policy, and proof of delivery. With that, responding to a chargeback goes from reconstructing the story to simply attaching it.
Next step
These practices complement the platform's automatic controls — see How Conekta's fraud prevention works. And if you already have an active dispute, go straight to How to prepare clear and useful evidence.