Simple tips to prevent fraud, avoid chargebacks, and keep your business protected.
⚡ Quick Safety Checklist
- Keep your terminal safe — always in sight, lock away when not in use.
- Don’t share access — no passwords, no unsupervised use.
- Double-check unusual transactions — large or suspicious payments.
- Handle refunds carefully — refund only to the original card, keep clear records.
- Train your staff — make sure everyone knows the red flags.
- Stay up to date — install updates, act on alerts.
- Keep receipts clear — use your correct trading name so customers recognise it.
Running a terminal is a key part of your business — but like cash, it needs care. A few simple habits can protect you from fraud, chargebacks, and financial loss.
Keep Your Terminal Secure
Think of your terminal as cash — you wouldn’t hand your wallet to a stranger.
🔒 Best practices
- Keep the terminal in sight at all times.
- Never let someone else use it unsupervised.
- Lock it away safely when not in use.
- Don’t share passwords, passcodes, or manager overrides.
⚠️ If you don’t:
- Criminals could change settings or run fake transactions.
- Terminals can be tampered with (skimming risks).
- You may be liable for resulting losses.
What is MOTO Fraud (and why it matters)?
MOTO stands for Mail Order / Telephone Order. It’s when you take a card payment without the customer or card being physically present — for example, reading card details over the phone.
⚠️ Risk snapshot:
- You can’t check the card or the person using it.
- Fraudsters often use stolen card details via MOTO.
- If it’s fraudulent, you’ll likely be liable for the loss.
💡 Tips for safer MOTO:
- Only use MOTO for trusted, known customers.
- Pause if anything feels “off” — it’s okay to say no.
- Confirm details in writing for large orders (email, invoice, delivery address).
Refund Fraud
Refunds may feel simple, but they carry risks if not handled carefully. Fraudsters sometimes exploit refunds to their advantage, and poorly managed refunds can still lead to financial loss.
⚠️ Refund Risks:
- Issuing a refund to a different card or account can expose you to fraud.
- “Friendly fraud” — customers may request a refund and also raise a chargeback for the same transaction.
- Refunds processed outside of the original payment method can be challenged.
✅ Best Practices for Refunds:
- Always process refunds back to the original card used for payment.
- Keep clear records of the refund (amount, date, reason).
- Communicate refunds to customers in writing (email or receipt).
- Be cautious if pressured for urgent or unusual refunds.
Understanding Chargebacks
A chargeback is when a customer disputes a payment with their bank. The money can be pulled from your account while the customer's bank investigates.
🔎 Common reasons:
- The customer didn’t receive what they paid for.
- They don’t recognise the business name on their statement.
- They claim the payment was fraudulent.
⚠️ Why it matters:
- You may lose both the product/service and the payment.
- Too many chargebacks can affect your ability to accept cards.
✅ Reduce chargebacks:
- Provide clear, itemised receipts (including contact details).
- Use a recognisable trading name on statements.
- Describe products/services clearly at checkout.
- Keep proof of delivery or service completion.
- Respond quickly to any chargeback request.
👉 Learn more about chargebacks
Key Point for Merchants
⚠️ Important: Live Payments acts as a facilitator in the process — we make sure your evidence is submitted promptly and in the right format.
However, the final decision always rests with the cardholder’s bank or the card scheme.