Reduce the likelihood of payment disputes with our guidelines.
MOTO payments enable you to manually enter a customer’s card details directly into your Zeller Terminal. These transactions present a higher risk because the cardholder’s identity cannot be physically verified.
To help identify potential fraud when processing MOTO payments, watch for the following indicators:
- Large orders with unusual quantities being placed by new customers.
- Orders where the card initially declines and the customer continues provides different card details to complete the transaction.
- Orders where the customer requests payment to be made to a third party (e.g. freight or delivery companies).
To help reduce the risk of fraud and payment disputes when accepting MOTO transactions, we recommend following the best practices outlined below. For further information, learn more about fraud and its impact on your business.
Verify Your Customer's Information
Verifying your customer’s identity is essential for ensuring that each transaction is legitimate. Even if you do not have a long-standing relationship with the customer, consider performing the following checks:
- Request a copy of the customer’s government-issued ID and confirm it matches the details on the payment card.
- If you are delivering a service, ask the customer to sign an invoice or proof of service, and compare this signature with the one on the payment card.
- For shipped items, review whether the billing and shipping information match. If there are discrepancies, inquire with the customer for clarification.
If a customer is unwilling to provide these details, it is advisable not to proceed with the transaction or accept the payment.
Signed Documentation
Securing signed documentation for the goods or services you provide helps establish clear payment terms with your customers and creates a reliable record for your business.
- Prepare and have customers review and sign a contract or agreement prior to delivering goods or services.
- Provide a receipt or invoice once goods or services are fulfilled.
- For shipped items, request a signed delivery confirmation.
For higher-value transactions, consider additional safeguards:
- Use clear, binding service terms that detail customer liability.
- Maintain a transparent refund policy.
- Ensure all large transactions are covered by signed contracts or agreements.
While adhering to these best practices can significantly reduce the likelihood of payment disputes, some level of risk remains when accepting credit card payments. If a dispute does arise, Zeller will promptly notify you and provide guidance throughout the chargeback process.
For further support or questions about manual card entry payments, please contact our Support team.