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What's New
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Card Brand Chargeback Fees
MasterCard has implemented a new fee for lost chargeback cases to merchants. A $15.00 fee will be charged separately for each disputed and lost case.
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Due to a rising number of consumer dispute cases globally, card brands are introducing these fees to discourage merchants from disputing chargebacks.
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Common reason codes used by Higher Ed consumers when disputing a charge:
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- Merchandise/Services not Received
- Fraud/No Authorization
- Cancelled Merchandise/Services
- Misrepresentation
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Please note: The MasterCard fee may not be billed at the same time as the disputed chargeback. No additional fee will be incurred if you choose not to dispute the case or if you win the chargeback case.
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Card brands often side with the merchants on the first level of dispute, regardless of the proof provided. Pre-arbitration is an option to continue the dispute but may incur additional fees if the case is continued to be fought and lost by the merchant.
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Even when adequate documentation is provided the credit card provider may proceed with the chargeback. If the chargeback is accepted the sales transaction will be reversed.
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Ways to Reduce Chargeback Disputes
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A copy of the chargeback notification will be forwarded to the Marketplace Store Manager. The department is required to provide all requested information in response to the notification by the due date indicated. Providing detailed information about the transaction beyond just receipts to include agreement texts and cancellation policies will help in the case against all dispute types.
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- Make sure your refund and cancellation policies are clearly stated.
- Add a statement to the bottom of your Refund/Cancellation Policy stating transactions from this uStore will appear on your credit card statement as GEORGE MASON UNIV MKTP.
- The refund policy should always appear during checkout. You can require users acknowledge the refund policy during checkout.
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The Refund Policy should be clearly stated in the Marketplace uStore and the user should 'accept' the Refund Policy prior to checkout. This is an important step to ensure adequate documentation is available should there be a Chargeback dispute.
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To ensure the user acknowledges the Refund Policy, select “Yes” in the Admin Settings under Store Settings > General.
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5th Annual PEC Summit
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Organizations hosting programs, events, or camps (PEC) serving minors are invited to attend Mason's 5th annual PEC Summit, hosted virtually on Wednesday, April 6, from 10 to 11 a.m. Q&A session will follow from 11 a.m. to noon.
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Presenters from Operations, and Business Services will demonstrate the new PEC registration process. Other PEC stakeholders and service providers will be available to answer questions regarding summer programming needs.
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If your department is thinking about hosting a program serving minors on campus this summer please contact Buz Grover to receive the PEC Summit event link.
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TouchNet Marketplace Training 2022
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Department staff requiring full access to configure a new store or manage existing stores are required to attend Store Manager training. To view training objectives, 2022 dates or to register, select this MasonLeaps link.
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Additional information and resources are always available on our Mason Marketplace webpage. Is there something else you would like to see on the webpage to help you complete your tasks? Let us know by sending an email to commerce@gmu.edu.
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Managing your Store or uPay Site
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Fiscal Year-End: Transition to Revenue Detail Codes
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It is up to the department to ensure the correct detail code is being used behind each product. With fiscal year end approaching, Fiscal Services wants to remind departments with uStores/uPay sites that use deferred revenue detail codes to ensure deferred detail codes are changed to revenue detail codes as of Friday, July 1, 2022. Review the Deferred Revenue Guide …
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Written Refund Procedures
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All Marketplace uStores and uPay sites are required to have written Refund Procedures established in the event of an audit. Fiscal Services provides guidance to departments on what must be included in their Refund Procedures in the Marketplace Refund Procedures. The most important component to your procedures requires that two individuals be involved in the refund process. One individual to …
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TouchNet Liaisons
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To keep up with the ecommerce demands of the university community, each merchant/unit should designate a TouchNet Liaison to be the coordinator and contact for all things related to TouchNet Marketplace. Fiscal Services is working to formalize the role of the TouchNet Liaison and we encourage all Merchant Coordinators to provide feedback on their current TouchNet responsibilities, expected role of the liaison, and best practices they have learned. Feedback may be submitted to commerce@gmu.edu.
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