Simple habits to protect your business from fraud, chargebacks, and financial loss.
| • | Keep your terminal in sight — lock it away securely when not in use. |
| • | Don't share access — no passwords or unsupervised use by others. |
| • | Pause on unusual transactions — large or suspicious payments deserve a second look. |
| • | Handle refunds carefully — always refund to the original card and keep clear records. |
| • | Train your staff — everyone on your team should know the warning signs. |
| • | Use your correct trading name — customers should recognise your business on their statement. |
Your terminal is as valuable as cash — treat it accordingly. A few simple habits reduce your exposure to fraud and tampering significantly.
What to do
| • | Keep the terminal within sight at all times during trading hours. |
| • | Lock it away securely when your business is closed. |
| • | Never share passwords, passcodes, or manager override codes with anyone. |
| • | Do not allow unsupervised use by customers, contractors, or unfamiliar staff. |
| ⚠︎ | Why this matters Unsecured terminals can be tampered with (card skimming), have settings changed without your knowledge, or be used to run fraudulent transactions. In many cases you may be liable for resulting losses. |
A MOTO payment is when you take card details over the phone or by mail, without the customer or their physical card present. While legitimate in some contexts, MOTO carries a higher fraud risk than in-person transactions.
Why MOTO carries more risk
| • | You cannot verify the card or the identity of the person giving you the details. |
| • | Fraudsters frequently use stolen card details via MOTO channels. |
| • | If a MOTO payment turns out to be fraudulent, you will likely be held liable for the loss. |
Tips for safer MOTO
| • | Only use MOTO for established, trusted customers. |
| • | If anything about the transaction feels off, it is fine to decline — trust your instincts. |
| • | For larger orders, confirm details in writing (email, invoice, or delivery address) before processing payment. |
| ⓘ | MOTO must be enabled on your account MOTO is not available by default. Contact Live Payments support to enable it on your account. |
Refunds are a normal part of doing business, but they can be exploited if not managed carefully.
Common refund risks
| • | Issuing a refund to a different card or account can expose you to fraud. |
| • | Friendly fraud — a customer may request a refund and then raise a chargeback for the same transaction. |
| • | Refunds processed outside the original payment method can be disputed by the card network. |
Best practices
| • | Always process the refund back to the card originally used for the purchase. |
| • | Keep a clear record of every refund: the amount, date, and reason. |
| • | Notify the customer in writing (email or printed receipt) once the refund has been processed. |
| • | Be cautious if a customer is pressing for an urgent or unusual refund — take your time to verify before proceeding. |
A chargeback is when a customer disputes a payment directly with their bank. The funds can be held or reversed while the bank investigates — which can leave you out of pocket while the case is open.
Common reasons for chargebacks
| • | The customer did not receive the goods or service they paid for. |
| • | The customer does not recognise your business name on their bank statement. |
| • | The customer claims the transaction was unauthorised or fraudulent. |
How to reduce your chargeback risk
| • | Provide clear, itemised receipts that include your business contact details. |
| • | Use a recognisable trading name on statements — customers should be able to identify your business immediately. |
| • | Describe your goods or services clearly at the point of sale. |
| • | Keep proof of delivery or service completion — signed receipts, delivery confirmations, or job sheets. |
| • | Respond to any chargeback notice promptly — delays can affect the outcome. |
| ⓘ | How Live Payments helps Live Payments acts as your facilitator in the chargeback process — we make sure your evidence is submitted in the right format and on time. The final decision always rests with the cardholder's bank or card scheme. For more detail, see Understanding chargebacks. |
| help@livepayments.com | 1300 780 788 |