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What is the WorldPay Guarantee? |
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The WorldPay Guarantee will ensure that e-tailers, who have WorldPay enabled sites, are able to accept transactions from e-shoppers free from the risk of losing money due to third party fraud. The WorldPay Guarantee will also allow e-shoppers to purchase from these sites with confidence that should their expectations of the e-tailer not be met, WorldPay will ensure that they are reimbursed. |
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What is the Customer Guarantee? |
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Should an e-tailer who subscribes to the WorldPay Guarantee Service be the victim of third party fraud despite taking all of the necessary precautions against this risk, WorldPay will reimburse them for the amount of the transaction. |
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What is the Shopper Guarantee? |
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Should a shopper make a purchase from an e-tailer who has subscribed to the WorldPay Guarantee service WorldPay will guarantee that if, after having approached the e-tailer they have purchased from with regard to their transaction, they have still not received the goods or services they paid for or that the e-tailer has not fully complied with the terms and conditions of sale, WorldPay will contact the e-tailer on their behalf and if necessary ensure that they receive a full refund. |
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Can a Customer of WorldPay apply to one of the services without the other? |
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WorldPay consider that the key benefit of the WorldPay Guarantee service is that it benefits both the customer and the shopper, therefore we will be offering the service as a complete package only. |
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Why would I want the WorldPay Shopper Guarantee? |
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In a marketplace where there are likely to be several other companies offering the same products or services as you the one thing that will differentiate you from your competitors is the confidence that your shoppers will have in purchasing from your site and the level of customer service you offer. The purpose of the WorldPay Guarantee is to ensure that not only will your shoppers benefit from your current high levels of customer service but will also have the added advantage of a point of recourse from a world leader such as WorldPay. |
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How do I apply? |
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WorldPay will be contacting all existing customers offering them the opportunity to subscribe to the WorldPay Guarantee service. Any new customers applying to WorldPay will automatically be asked if they wish to subscribe during the application process. In both of these instances WorldPay will confirm the pricing for the service and the terms of use. |
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How much does it cost? |
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WorldPay will evaluate each customer individually. It is our aim to ensure that the price will remain highly competitive. |
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What will the pricing structure be? |
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There will be a MAXIMUM monthly fee of 20 GBP plus a percentage of the transaction value. Each customer will be individually evaluated so the percentage charge may differ. |
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What is the monthly subscription for? |
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In all instances WorldPay will be investigating and reporting on any chargebacks received and on any shopper complaints. The monthly subscription fee has been calculated to cover the administration costs of providing this service. |
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How will I be charged for this service? |
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The Guarantee Service charge will be automatically added to the current Customer service charge that you pay on each transaction and will be deducted in the same manner. The monthly service charge will be collected from your WorldPay settlement account and you will receive an invoice accordingly. |
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Will the shopper be charged for this service? |
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If you choose to take advantage of the WorldPay Guarantee Service it will be because you are keen to enhance the customer service that you currently offer. Therefore it would not be advantageous to penalise the customer for this service. WorldPay recommend that you offer this service as a free value added enhancement to your service and are confident that this will serve to act as a catalyst for your business' continued growth |
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Can I apply for this service if I am a bank acquired merchant? |
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At this time we will only be offering this service to customers utilising WorldDirect. |
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How will a Shopper know that they are covered by the WorldPay Guarantee? |
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Each WorldPay Guarantee enabled site will display the WorldPay Guarantee logo
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How will a shopper claim? |
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When a shopper makes a purchase from your web-store we will provide them with a receipt for their transaction. This receipt will contain full instructions on the claim process. Should they wish to make a claim they will be directed to an online claim submission form, we will ask them a few questions concerning the transaction and ensure that they have contacted you in the first instance. |
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How will I know if a shopper has made a claim under the Guarantee? |
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As with our current policy we will ensure that the shopper has contacted the e-tailer in the first instance and that you are aware of the issue. In no circumstances will we reimburse the shopper without informing you first. |
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How will I claim against the Customer Guarantee? |
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Upon receiving a chargeback or "Request for Further Information" from the card issuer WorldPay will notify you that you are covered under the guarantee and that we require any information or supporting documentation you may have relating to the transaction or customer |
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Is there a limit on the amount I can claim on the Customer Guarantee? |
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WorldPay have carried out a comprehensive analysis of transactions that subsequently become fraud, the majority of these do not exceed 250 GBP. Therefore, we have placed a limit of 250 GBPon the guarantee, we are confident that this should cover the majority of claims. However should a particular business type have an average transaction value in excess of this they will be able to apply for a higher limit.
We will only require proof of despatch to the address supplied by the shopper on transactions over 100 GBP.
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When can I start to take advantage of this service? |
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WorldDirect Customers can start taking advantage of this service from 3rd January 2001. |
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What if I, as an existing WorldDirect Customer, have had a high percentage of fraudulent transactions? |
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We will look at each case individually , it is WorldPay's intention is that everyone will have the advantage of using this service. Also, from our experience and knowledge gained in this field we will be able to offer you advice on practical fraud prevention methods. |
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