--- title: Preventing chargebacks description: Minimise revenue loss by following best practice guidance to prevent chargebacks. --- [Skip to content](https://help.bopple.com/preventing-chargebacks#main-content) [![logo-full-landscape-1024-1.png\]](https://help.bopple.com/hs-fs/hubfs/logo-full-landscape-1024-1.png?width=100&height=31&name=logo-full-landscape-1024-1.png)](https://help.bopple.com/?hsLang=en) - [Blog](https://blog.bopple.com/) - [Contact Us](https://help.bopple.com/kb-tickets/new) Open main navigation Close main navigation - [Blog](https://blog.bopple.com/) - [Contact Us](https://help.bopple.com/kb-tickets/new) - - [Visit Back Office](https://my.bopple.com/) [Visit Back Office](https://my.bopple.com/) How can we help you today? - There are no suggestions because the search field is empty. 1. [Support for Merchants](https://help.bopple.com/?hsLang=en) 2. [Payouts & Financials](https://help.bopple.com/payouts-financials?hsLang=en) 3. [Chargebacks & Disputes](https://help.bopple.com/payouts-financials?hsLang=en#chargebacks-disputes) # Preventing chargebacks ## Minimise revenue loss by following best practice guidance to prevent chargebacks. A chargeback occurs when a customer disputes a transaction with their bank and gets the payment reversed. Common reasons include: - Seeing a duplicate or unexpected charge - Suspecting unauthorised use of their card - Not receiving their food or drink - Not being satisfied with how an order issue was resolved ### Why it is important to take action Chargebacks directly impact your revenue. Once a chargeback is lodged, you lose the order payment, the cost of goods provided in the order, and may also incur a $25 chargeback administration fee applied by Stripe.  Worse, if your chargeback rate stays high, payment processors may impose restrictions on your account. This could prevent you from accepting online payments altogether. ### **Preventing chargebacks** While it’s impossible to avoid chargebacks entirely, following these best practices can significantly reduce the risk. #### **🧐 Be cautious** If an order feels too good to be true, trust your instincts. This might include:  - Larger than usual orders - Orders to the same delivery address using different customer names - Orders where the customer name and email don't match For any orders that don't feel quite right:  - Confirm the customer’s details before preparing the order. - Use additional verification methods to ensure the transaction is legitimate. #### **✅ Verify customer identity** Establish a process to check customer ID, ensuring it matches the name on the order. - Inform customer in advance if ID will be required at pick-up or delivery. - If ID cannot be provided, consider cancelling the order to avoid potential chargebacks. #### **💳 Verify payment method used** Ensure the customer owns the card used for the payment. The Bopple Back Office ‘Orders’ area shows the card brand (e.g., Visa) and the last 4 digits of the card. On request, legitimate customers should be able to present: - The card in their Apple or Google Wallet showing the brand and last 4 digits, or - The physical card #### **🤓 Train your team** Equip your team to follow these steps consistently: - Recognise triggers for additional checks (eg. high order value) - Communicate with customers about verification requirements - Handle scenarios where customers cannot or refuse to verify ### **Example script for notifying customers** How you might like to communicate with customers when you required additional verification on an order. Just a guide, so feel free to add your own touch.  > Hi `[Customer Name]`, this is `[Your Name]` from `[Store Name]`. Thanks so much for placing an order with us! > > As part of our process, we’ll need to see some ID and proof of the payment method you used when your order is `[picked up / delivered]`. > > This helps protect our customers and our business from fraud and unauthorised transactions. 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