Summary

• Credit/Debit Card/Prepaid

• SUCCESS
• FAILED
• PENDING
• CANCELLED
• FLAGGED
• INCOMPLETE
• VOID
• USER_DROPPED

​

Payment Response Status

Note: It is best to avoid chargebacks as banks and card networks can label your business as high-risk. A high number of chargebacks may lead to banks holding remittances or banning your business’s online payment services.

• Cardholder: The owner of the card involved in the transaction.
• Merchant: The party who sold the goods or services being disputed.
• Issuer: The bank that issued the card to the cardholder.
• Acquirer: The bank tasked with acquiring payment on the merchant’s behalf.
• Card Association/Scheme: The card brands (e.g., Visa, Mastercard) overseeing the process.
• Payment Gateway: The payment gateway facilitating the payment.

• Service or product not received.
• The product doesn’t match the description or is damaged.

1. The cardholder (Ms. X) disputes a transaction by contacting the card issuer (e.g., SBI).

• The issuer contacts the acquirer (e.g., HDFC Bank) via the same network used for the transaction.
• The acquirer reaches out to the payment gateway (e.g., Telr), which then contacts the merchant (e.g., merchant.com) for details.

2. The merchant is given a turnaround time to respond.

• If no response is provided, the chargeback will be ruled in favor of the cardholder.

3. After submitting proof, banks take 21 to 45 days (representation time) to conclude.
4. The cardholder has 90-120 days to raise a chargeback request.
5. If a chargeback occurs, the disputed amount will be blocked from the merchant’s unsettled funds and will be released or refunded based on the outcome.

• Email conversations
• Invoices

1. If the issuer accepts the proof:

• The chargeback request is declined, but the cardholder can still raise a Second Presentment, Second Chargeback (Mastercard) or Pre-Arbitration (Visa).

2. If the issuer rejects the proof:

• The chargeback is ruled valid, and funds are reversed to the cardholder’s account.

• The chargeback is automatically ruled in favor of the cardholder, and the amount is reversed.

• The merchant must respond with all possible evidence.
• If the merchant does not respond: The chargeback will favor the cardholder, and funds will be reversed.

• Proof of delivery: Tracking numbers, shipping receipts, etc.

Pro Tip: Prepare these documents from day one to efficiently handle potential chargebacks.

• A reason code change.
• The cardholder offers new information.
• The issuer believes the acquirer’s evidence does not disprove the dispute.
• Terms and Conditions or Return Policies were not properly disclosed during the transaction.

• Fraud/No Authorization
• Cancel Recurring Billing
• Products/Services
• Liability Shift
• Others

Note: Fraud/No Authorization chargebacks account for the largest percentage of disputes, followed by Cancel Recurring Billing and Products/Services disputes. Liability Shift and Other chargebacks represent a smaller percentage.

• Cardholders often have an advantage as banks and credit card companies prioritize consumer protection.
• Always maintain proof/evidence to challenge disputes. Store these documents in an easily accessible location, like a desktop folder or Google Drive.
• Respond promptly to disputes and chargebacks. If you miss the stipulated time frame, banks automatically process the chargeback.
• Be prepared with an action plan to handle chargebacks efficiently.

• Go to the page where you get API credentials: https://telr.cashfree.com/merchant/pg#api-key
• Ensure that you get the appropriate set of credentials (Test or Production). Also, ensure that there are no typos in the appId/secretKey.
• Ensure that in your integration type, you are selecting the correct server (Test or Production) of Telr.

• Checkout Forms
• Seamless Basic
• Seamless Pro

• Customer signed Proof of Delivery: Customer signed copy of proof of delivery.
• Confirmation email from a customer: An email from the customer confirming the delivery of the product or the service provided.
• Customer signed copy of invoice: A signed copy of the invoice from a customer.

1. Upfront TDR – A fixed charge collected at a predefined frequency. OR
2. Non-Upfront TDR – A charge deducted as a percentage (TDR%) or a flat fee from the transaction amount, with the remaining balance settled to your bank account. For every transaction that your customers make through Telr, TDR will be deducted from the total amount and the remaining amount will be settled to your bank account

• Customer signed Proof of Delivery: Customer signed copy of proof of delivery.
• Confirmation email from a customer: An email from the customer confirming the delivery of the product or the service provided.
• Customer signed copy of invoice: A signed copy of the invoice from a customer.

1. Your website should be live in the public domain.
2. Your website should have:
3. [Contact Us] section showing a valid <email Id> and a <phone number>
4. [Privacy Policy] section
5. [Refund Policy] section
6. [Terms & Conditions] section.
7. Dealing in banned items.

• Drop-shipped merchandise.
• Adult goods and services which includes pornography and other sexually suggestive materials (including literature, imagery, and other media); escort or prostitution services.
• Alcohol which includes alcoholic beverages such as beer, liquor, wine, or champagne.
• Body parts which includes organs or other body parts.
• Bulk marketing tools which includes email lists, software, or other products enabling unsolicited email messages (spam).
• Cable descramblers and black boxes which includes devices intended to obtain cable and satellite signals for free.
• Child pornography which includes pornographic materials involving minors.
• Copyright unlocking devices which includes Mod chips or other devices designed to circumvent copyright protection.
• Copyrighted media which includes unauthorized copies of books, music, movies, and other licensed or protected materials.
• Copyrighted software which includes unauthorized copies of software, video games, and other licensed or protected materials, including OEM or bundled software.
• Counterfeit and unauthorized goods which includes replicas or imitations of designer goods; items without a celebrity endorsement that would normally require such an association, fake autographs, counterfeit stamps, and other potentially unauthorized goods.
• Drugs and drug paraphernalia which includes illegal drugs and drug accessories, including herbal drugs like salvia and magic mushrooms.
• Drug test circumvention aids which include drug cleansing shakes, urine test additives, and related items.
• Endangered species which include plants, animals, or other organisms (including product derivatives) in danger of extinction.
• Gaming/gambling which includes lottery tickets, sports bets, memberships/enrolment in online gambling sites, and related content.
• Government IDs or documents which includes fake IDs, passports, diplomas, and noble titles.
• Hacking and cracking materials which includes manuals, how-to guides, information, or equipment enabling illegal access to software, servers, websites, or other protected property.
• Illegal goods which includes materials, products, or information promoting illegal goods or enabling illegal acts.
• Miracle cures which includes unsubstantiated cures, remedies, or other items marketed as quick health fixes.
• Offensive goods which includes literature, products or other materials that:
  a) Defame or slander any person or groups of people based on race, ethnicity, national origin, religion, sex, or other factors
  b) Encourage or incite violent acts
  c) Promote intolerance or hatred.
• Offensive goods, a crime which includes crime scene photos or items, such as personal belongings, associated with criminals.
• Prescription drugs or herbal drugs or any kind of online pharmacies which includes drugs or other products requiring a prescription by a licensed medical practitioner.
• Pyrotechnic devices and hazardous materials which include fireworks and related goods; toxic, flammable, and radioactive materials and substances.
• Regulated goods which include airbags; batteries containing mercury; Freon or similar substances/refrigerants, chemical/industrial solvents, government uniforms, car titles or logos, license plates, police badges, and law enforcement equipment, lock-picking devices, pesticides; postage meters, recalled items, slot machines, surveillance equipment; goods regulated by government or other agency specifications.
• Securities, which include stocks, bonds, or related financial products.
• Tobacco and cigarettes which includes cigarettes, cigars, chewing tobacco, and related products.
• Traffic devices which include radar detectors/jammers, license plate covers, traffic signal changers, and related products.
• Weapons include firearms, ammunition, knives, brass knuckles, gun parts, and other armaments.
• Wholesale currency which includes discounted currencies or currency exchanges.
• Live animals or hides/skins/teeth, nails, and other parts, etc. of animals.
• Multi-Level Marketing collection fees.
• Matrix sites or sites using a matrix scheme approach.
• Work-at-home information.
• Any product or service which is not in compliance with all applicable laws and regulations whether federal, state, local, or international including the laws of India.
• The Merchant shall not sell, purchase, provide or exchange a cardholder’s name or MasterCard/Visa account number information in any form obtained by reason of a MasterCard/Visa Card transaction to any third party other than its MasterCard/Visa acquiring Member-Citrus Pay, or pursuant to a government/statutory or competent body’s request.
• Pyrotechnic devices, combustibles, corrosives, and hazardous materials which includes explosives, fireworks and related goods; toxic, flammable, and radioactive materials and substances.
• Regulated goods which include airbags; batteries containing mercury; Freon or similar substances/refrigerants; chemical/industrial solvents; government uniforms; car titles; license plates; police badges and law enforcement equipment; lock-picking devices; pesticides; postage meters; recalled items; slot machines; surveillance equipment; goods regulated by government or other agency specifications.

1. Invoice Copy: Every invoice should include your company name, price, and description of the product, date, customer’s name and address, and transaction date.
2. Order Confirmation Email: Confirmation emails provide customers with post-purchase reassurance. It should mandatorily include confirmation of your customer request (booking, registration, subscription, and order) and the order summary.
3. Tracking Details: Shipment tracking details provided by the courier delivery company. (Please note that this may not be applicable for all).

• Customer Signed Proof of Delivery: A customer-signed copy of proof of delivery.
• Confirmation Email from a Customer: An email from the customer confirming the delivery of the product or service.
• Customer-Signed Copy of Invoice: A signed copy of the invoice from the customer.

• No Redirects
  Customer experiences the checkout flow on your website without navigating to any third-party page.
• Custom UI
  You own the look and feel of the checkout flow, or you can also use our ready-made beautiful UI components.

• P – Premium
• E – Elite
• C – Corporate
• R – Retail

• Ticket Bookings – Airlines, concerts, and events often place a hold on a credit card to ensure funds are available before finalizing the booking. This is useful if confirmation is pending or for refundable ticket options.
• Car Rentals – Rental companies use pre-authorization to secure a deposit in case of damages, late returns, or additional charges. The hold is released if no extra fees are incurred.
• Hotel Reservations – Hotels pre-authorize a guest’s credit card at check-in to cover potential incidentals, damages, or unpaid charges, ensuring payment security before checkout.