Important: This article is intended as a reference for Auction Flex and HiBid customers using Global Payments. Chargebacks and risk-related matters are handled directly by Global Payments. The details below will help you understand how the process works and where to go for assistance or self-service tools.
Chargeback Handling
All chargebacks are managed by the Global Payments Corporate Disputes Team.
New merchants are automatically enrolled in the Merchant Portal and Disputes Manager during onboarding.
An email invitation to complete registration is sent during setup.
Merchants are reminded of the Merchant Portal when contacting Customer Care via phone or email.
Merchant Portal Access:
Self-Registration Guide:
https://openedgepayments.com/merchantportal
Additional Resource:
Chargebacks911 – Chargeback Rules
It is critical that merchants respond to all chargeback requests promptly to avoid liability.
Risk Management & Fraud Prevention
Risk Department Contact:
Phone: 800-846-0626 (Option 1, then Option 4)
Email: [email protected]
Shipping Policy Guidelines
To reduce fraud:
Ship only to the billing address on file, as per Address Verification System (AVS) protocols.
Some card issuers now require signature confirmation on delivery.
Maintain tracking records showing delivery and signature—even if signed by the driver.
Fraud Prevention Tips
Check Registration IP: Use tools like IP Teoh to review IP addresses. IPs from unexpected countries or known VPNs may indicate fraud.
Verify Phone Numbers: Services like NumLookup can determine if a number is VOIP or associated with the cardholder.
Review HiBid Registration: Look for red flags in registration dates, bidding history, and customer feedback.
Chargeback Prevention
To protect your business:
Add language in your Terms & Conditions stating that the customer agrees not to initiate chargebacks and authorizes all charges related to their purchases.
If a chargeback occurs, send a certified letter explaining their default and potential legal implications, such as fraud or theft by deception.
Encourage resolution directly with the customer before reprocessing. If the charge is disputed again, reference your terms and conditions in response.
Additional Fraud Prevention Measures
Background Checks: Perform basic internet searches on names and addresses to check for arrests, aliases, or suspicious associations.
Law Enforcement Notifications: Contact the customer’s state police criminal complaints division and inform the customer that communication records may be shared as part of a fraud investigation.
Transparent Listings: Use clear titles, accurate descriptions, and quality photos in auction listings to reduce confusion and increase buyer confidence.
For Customers Using TransFirst
If you're a TransFirst customer, here are the key contacts and resources related to chargebacks:
TransFirst Customer Care: 800-543-5327
Chargeback Department: 800-367-2638 (Option 8)
Updating Chargeback Notification Method
By default, chargeback notifications are sent via regular mail. To receive them via email instead, follow these steps:
Call the chargeback support hotline: 1-800-654-9256
Select Option 1, then Option 3
Request to change your Chargeback Send Method from Print to Email
Note: The merchant must proactively request this change — it is not enabled by default.
Chargeback Portals
You can also manage and review chargebacks through the following portals:
TransFirst Chargeback Portal: https://translink.transfirst.com/login.aspx
Implementing these practices can help reduce risk, prevent chargebacks, and promote more secure transactions. For questions or further guidance, please contact the Global Payments Risk Department directly.