Rebill Statement Name - What do you guys use?

Status
Not open for further replies.
N

n3tprofit

New member
Nov 26, 2009
71
2
0
San Diego
Dont give me exact details... but have any of you found certain types of names more successful than others for a rebill.

I am talking about the name of the company that shows up on the CC statement for the customer. Of course for keeping CB's at a minimum the phone number is a must, but say for health products (acai, lotions, etc) what types of names are you using that may be *flying* under the radar?
 


I just use a space so they have no idea what the fuck is going on. Or something like "WALMART_____"
 
It really depends on what approach you are taking for the actual rebill. If you are doing a legit rebill (you didn't trick the customer into the rebill) you will want to use something that identifies the product/service easily so when the person sees it on their statement they go "oh yeh... I know what that is" and they keep scanning down the list of charges on their statement.

If you are doing something a little more shady (trial w/ rebill and things are in fine print on the checkout page) then you might want to go with something a little more general for the descriptor.

But like you said... Always include the phone number because you definitely want the customer to pickup the phone and call if they have a concern/doubt about the charge. Refunds are a thousands times better than a retrieval/chargeback.

There are some clever ways to handle retrievals before they turn into a chargebacks... It's kinda like the "secret sauce". If you know how to handle them it's really effective. :]

Cyp
 
Thanks for the reply. I am doing a legit rebill this time around, but the thing is that it is an enhancement product for men and I want to stress that everything is discreet for obvious reasons. I am going to keep the name very generic and of course with the phone number.

Yes I know about the retrievals, but CB's are inevitable and of course it is just nice to keep all inquries to a minimum!
 
n3tprofit said:
Thanks for the reply. I am doing a legit rebill this time around, but the thing is that it is an enhancement product for men and I want to stress that everything is discreet for obvious reasons. I am going to keep the name very generic and of course with the phone number.

Yes I know about the retrievals, but CB's are inevitable and of course it is just nice to keep all inquries to a minimum!
Click to expand...

Yes, I agree, in your situation I would keep it discreet and include the phone number.

On the retrievals... The best piece of advice I can give you is this... You can call the customer on the retrieval to try and sort it out. Normally if a customer is being a jerk and they are dead set on disputing it with their bank they will win - the customer usually "always" wins. Even if you do win, and the money is credited to you, the retrieval will still turn into a CB and count against your MID.

If you get in a situation where the customer is just a complete jerk and you know they are going not going to drop the dispute (retrieval) your best bet is to contact the cardholders bank directly, ask for the fraud department, let them know you are issuing a refund, and ask them to drop the retrieval so the refund can go through. It will take some legwork but in the end it will save your MID(s).

You can grab a decent DB to identify Bank Name and Phone Numbers here - Mars Software :: Mars Banks Base

Just make sure you (or your gateway might provide this) are capturing the first 5 digits (the BIN) and you can lookup the BIN with the program above - I would also capture the last 4 of the card as well. Then just phone up the bank and talk with the banks fraud department. Nicely explain you are issuing a refund for the retrieval and you need them to drop the dispute so it can go through.

This process is more valuable than some might think. It's actually "very" effective. Not all banks are in the Mars DB though... So the ones that aren't you might have to do some Googling.

Nonetheless... It's definitely worth the time and effort. Enjoy! :]

Cyp
 
That's a good strategy even though I've never lost a retrieval (i.e. customer does not recognize the transaction). It's a different story for straight chargebacks (i.e. customer claims they did not authorize transaction). Never win those unfortunately (only with Amex).
 
Expanding on Cyp, I will just reinforce that communication is key always. A lot of times you can get these reversed just by calling them up and explaining again what they got themselves into.

Having a good processor can always help and a good gateway provider. Mine are very helpful in resolving these sort of issues!
 
Use something specific nothing pisses me off more than a generic line on there. Leads me to the internet, which leads to rip off report if you're shady.
 
I still maintain that the average consumer doesn't care at all about the money if under $100, they care about the feeling of getting ripped off.

I've personally had questionable charges that I've called about only to find out something like a $50 'resort charge' + XYZ + ABC was added to my hotel stay. When I dial the 800 number and have someone kindly explain this to me I've never not just said "oh- whatever" and hung up not caring.

Lead someone on a wild goose chase and now it becomes personal and the charge in question has dropped off long ago as they spend 60 minutes crafting a rippoffreport post and firing off letters to every one of their local bureaucrats.

Take a lesson from the strippers, get that money, get a lot of it, and smile while you're doing it. People don't complain that way.
 
phonenumberDESCRIPTOR
differentphonenumberdifferentDESCRIPTOR
etc

That will allow your customers to contact if there are concerns but also keep you clear if someone screens for similar descriptors.

This may all change as VISA(possibly MC too) are instituting a 3 character "business" descriptor at the beginning of 2010 which will consist of the first 3 letters of your business name followed by your custom descriptor. That will make it easier for them to identify transactions, who was responsible for the charge, etc.
 
Status
Not open for further replies.
Top Bottom