Chargebacks

During the chargeback process, banks record the valid mandate. If goods have been delivered, the bank rejects the customer’s reversal request.
When disputes are escalated, banks request proof of the mandate, which
Cybersource
 can retrieve for you. Contact your
Cybersource
 representative for assistance in retrieving the PDF of a signed mandate.
Cybersource
 recommends that you follow these guidelines:
  • Always ensure that the customer signs the mandate before you send a direct debit payment.
    Cybersource
     does not process direct debit payments using alternative payment services without the mandate ID.
  • Always verify the status of a mandate prior to initiating a direct debit payment using a direct debit request. The mandate must have
    Active
     status.
  • Communicate clearly to customers to ensure that they know about the recurring payment and how their account is charged.