Chargeback procedure
Step 1:
Find Chargeback information and fill it into the Excel file.
1. TD bank https://www.mistgateway.com:33808/tdreport/cback – bloomex.ca, bloomexusa.com and all retails. Can be in CAD or USD
Go to Exception reports – Chargebacks
Move “+2000003084 (BLOOMEX INC)” to the right box and choose date range within 7 days.
Click on the card number to get full chargeback info.
Merchant Name:
BLOOMEX CA 888-912-5666
Merchant Number:
200-023165100
Cardholder Account Number:
523465******9350
Chargeback Transaction Type:
Sale Chargeback
Transaction Amount:
$147.78
Transaction Date:
Oct 17, 2022
Chargeback Date
Dec 22, 2022
Merchant Reference Number:
1017001OMS23165100C
Chargeback Status:
First Chargeback
Bank Reference Number:
75259112290920221462402
Chargeback Reason:
4837 - No Cardholder Authorization
Chargeback Reference Number:
9141909400
Member Message Text:
9141909400ch dna
Authorization Code:
048438
Due Date:
Jan 12, 2023
Marked Date:
Dec 28, 2022
2. NAB - NAB Card Disputes Related Reporting in fraud@bloomex.ca
NAB RFI REF.: MCI-5010882 CARD NUMBER : 5163 61xx xxxx 7325 MERCHANT: BLOOMEX PTY LTD DEADLINE : 08.01.2023 REQUEST TYPE: RETRIEVAL - CBK UNIT 9/12-18 VICTORIA ST TRAN. DATE : 09/12/2022 AMOUNT (AUD): 78.36 LIDCOMBE NSW 2141 TRAN TIME : 15:45:27 TERMINAL ID.: 20547840 Y1T5TE STORE NO: 000547840 CUSTNO: 895281823 REASON : Non-receipt of merchandise AUTH. ID: R11694 LOCATION : BLOOMEX PTY LTD EAST LIDCOMBE RRN: 137001 CUSTOMER REF: 02212091545_61370480 (– transaction id) REQUESTS FOR INFORMATION REPORT – EMAIL – new chargebacks CHARGEBACK/EB ADJUSTMENT REPORT – EMAIL – closed case – funds were returned to the customer. CHARGEBACKS PENDING REPORT (still active pending resolution) – EMAIL – still active case, reminder to reply to the cbk (usually, received a week after Request for information). All fraud cbk will be received here.
3. AMEX - https://merchant-disputes.americanexpress.com/?locale=en_CA&linknav=ca-merchsite-menutoolbar-disputes#/
CAD (bloomexamex) or USD (bloo0780)
CASE NUMBER
STATUS
REPLY BY
DAYS LEFT
REASON AND CODE
DISPUTE TYPE
CASE TYPE
AMOUNT
TRANSACTION DATE
DATE RECEIVED
CARD NUMBER
D-m6lpk
Please respond
3/1/2023
2
Goods/services not received or only partially received - C08
CB
Non Fraud
-64.38
11/11/2022
14/12/2022
4. Moneris - https://www1.moneris.com/cgi-bin/rbaccess/rbunxcgi
View Reports & Statements – choose Merchant Florist.ca or Thingsengraved.ca
Disputes – Find a chargeback – choose date range within 1 month
Click on Case ID to open full cbk info
Step 2:
Find the order number.
1. Find Transaction ID
TD bank https://www.mistgateway.com:33808/tdreport/cback
Take Authorization Code to search for transaction ID and go to https://web.na.bambora.com/Admin/sDefault.asp?brandId=18&language_code=eng. Make sure you’re logged in under correct account, according to Merchant Number.
In Bambora: Reporting/ Analysis – Transaction Search.
Search by Auth. Code + choose date range according to Transaction Date. Make sure the amount is the same as in the cbk request.
AmericanExpress
CAD (bloomexamex)
Take full card number in the chargeback info.
- Go to Bambora: Reporting/ Analysis – Transaction Search.
Search by Card/Account Number + choose date range according to Transaction Date. Make sure the amount is the same as in the cbk request.
USD (bloo0780)
Take 4 first and 4 last digits of the card number in the chargeback info.
- Go to Moneris3 under USD account. Reports – Transactions.
Choose Date range according to Transaction Date. Paste Card Number in Other Criteria. Make sure, you match the box near it.
Moneris CBK https://www1.moneris.com/cgi-bin/rbaccess/rbunxcgi
View Reports & Statements – choose Merchant Florist.ca or Thingsengraved.ca
Disputes – Find a chargeback – choose date range within 1 month
Click on Case ID to open full cbk info
Go to Original transaction to take 4 first and 4 last digits of the card number in the chargeback info.
- Go to Moneris3 under Florist.ca or TE account. Reports – Transactions.
Choose Date range according to Transaction Date. Paste Card Number in Other Criteria. Make sure, you match the box near it.
NAB (NAB Card Disputes Related Reporting from fraud@bloomex.ca)
Transaction reference is in the cbk report. Ex. CUSTOMER REF: 02212091545_61370480
2. Find order number in our admin in reports.
Bloomex.ca – report 153
Bloomex.com.au – report 34
bloomexusa.com – report 4.
Step 3:
Leave a note in the order history
If it’s service related cbk - “chargeback received”
If it’s fraud cbk - “chargeback received – fraud”
Please use status “Updated”
Step 4:
Block customer’s account
Click on the customer’s name to get forwarded to his account.
Click button “Yes” under Block user with your note:
If it’s service related cbk - “chargeback received”
If it’s fraud cbk – “cbk – fraud ‘ordernumber’”
Choose reason “Chargeback”
Step 5:
Read order history to understand the reason for this chargeback. Add short explanation to the Excel report in column “conclusion”
If it’s fraud cbk – paste Order Date to the column “more info”.
If it’s CA or USA fraud order – check if we received fraud notification: fraud@bloomex.ca – CA FCF (or inbox) – search by order number. Add note to Order Date – no notification if we were not notified about this fraud. Ex. Order Date: 02-Nov-2022 – no notification
Step 6:
Reply to the Information Request chargeback if the service was provided in accordance with VISA/MS/AMEX rules.
TD and NAB - reply by email from fraud@bloomex.ca.
Explanation info should be saved in the document along with the full cbk info, order invoice, our policy if needed.
Moneris and Amex – reply online following the instruction on the website.
Add note in the Excel file in the column “Action” – “email sent”