NEWS | Industry Updates
Contested transactions & chargebacks: what operators need to know
What’s changing? According to the AVA, banks have streamlined their systems, making it easier for customers to dispute a transaction – with up to 120 days to raise a challenge. Once lodged, the bank refunds the customer immediately, and a £25 charge is applied to the payment processor. This fee is then passed to the operator, meaning a £1 sale can turn into a costly penalty. Operators have just 72 hours to contest a chargeback and must be able to prove the transaction was genuine, as well as demonstrate a transparent refund process.
Protecting your business The AVA recommends operators take the following steps to reduce risk and improve their chance of overturning a dispute: • Put in place a formal refund process, ideally with a dedicated page on their website.
The G300 replaces the long-standing Krea Touch, a mainstay in many sites, but
Evoca is keen to emphasise that the new machine is more than an upgrade. With an A energy rating, improved reliability, and a design that aligns it with the wider G-Line consistent quality. Taste has been a key focus. Internal blind testing at Gaggia’s Milan headquarters suggests most coffee drinkers cannot distinguish between drinks made with the G300’s granulated or powdered milk and those produced with fresh milk. This, Evoca argues, makes the machine a practical option for operators where storage or hygiene concerns limit fresh milk use. almost a quarter of UK coffee drinkers now choosing plant-based milks, and younger granulated form. The machine features a 7” HD touchscreen for menu navigation and can also display
branding or promotional videos. For operators, this provides an opportunity to add a revenue stream through advertising or reinforce site branding. amongst the trade, says Andrew Barrow, sales director at Evoca UK. It is a milestone in our journey, as it heralds a new era for Gaggia Bean-to-Cup Machines.”
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• Keep a digital log of all refund requests (via a VMS system where possible).
• Retain records for at least 120 days. • Ensure machines clearly display the company name and contact number at eye level.
Why it matters disputes are ruled in favour of operators. Yet being challenged at all. The more consistently operators push back, the fewer chargebacks are
The takeaway Chargebacks remain rare, but they are costly. Complaining to banks or processors is unlikely to change policy. The AVA advises that the best defence is a clear, consistent refund process and a proactive approach to contesting every chargeback. Operators are urged to review their processes now, ensure accurate record-keeping, and check site branding is visible. For more detailed support, members should contact their payment systems provider.
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