Evonet Merchant Chargeback and Fraud Monitoring Guideline

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Version 1.0 | Effective date: 23 October 2026

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1. Background and Purpose

Card schemes such as Visa and Mastercard continuously monitor merchants' chargeback and fraud transactions. If the relevant metrics exceed the levels set by the card schemes, the card schemes have the right to impose fines or take restrictive measures on the merchant and the acquirer.

To safeguard the continuity of the merchant's business and payment processing services, Evonet monitors merchants' chargeback and fraud performance in accordance with this Guideline, and works with merchants to identify risks early and implement remediation before the relevant metrics reach card scheme penalty levels.

This Guideline sets out Evonet's monitoring metrics, reference thresholds, and the controls that may apply when a merchant exceeds the relevant thresholds.

2. Monitoring Metrics

The assessment rules are as follows:

• Assessment frequency: Evonet conducts assessments twice a month, covering the previous full calendar month and the first half of the current month (1st to 15th).
• Assessment dimensions: Assessments are conducted separately by Store ID (SID), calendar month, card scheme and market.
• Combined consideration: Both the ratio and the count are taken into account. For merchants with large transaction volumes, controls may apply where the number of chargebacks or fraud cases is high, even if the ratio does not exceed the threshold.

3. Monitoring Levels

The ranges in the table below are for reference only. A merchant's final level is determined by considering both its ratio and the actual number of chargebacks and fraud cases.

Note: If a merchant's chargeback or fraud count remains persistently high, Evonet has the right to move the merchant to a higher level even if its ratio is below the ranges above.

4. Control Measures

Evonet has the right to require a formal remediation plan from the merchant, or to take appropriate action immediately where necessary, depending on the risk.

5. Conditions for Downgrading

Evonet may downgrade a merchant's control level once the merchant meets all of the following conditions:

• 3 consecutive months below the triggering level;
• Chargeback and fraud ratio below 0.5%;
• No card scheme violations or compliance issues;
• Effective implementation of the relevant preventive measures (such as 3DS and chargeback alert tools).

6. Appeal Procedure

If a merchant disputes a control notice, it may submit an appeal through its Evonet account manager within 5 business days of receiving the notice, providing the following:

• A root cause analysis of the chargebacks or fraud;
• A remediation plan with a specific timeline;
• Evidence of improvement measures taken (such as 3DS coverage, use of RDR / Ethoca, and improvements to customer service or refund handling processes).

7. Risk Prevention Recommendations

To effectively reduce chargeback and fraud risk, Evonet recommends that merchants adopt the following measures. Items marked "Evonet requires" are mandatory requirements for merchants; the remaining items are recommendations.

7.1 Transaction Verification and Anti-Fraud

• 3D Secure: Evonet requires merchants to enable 3D Secure, particularly for high-value orders, new customers, and transactions from high-risk countries or regions. If a merchant wishes to relax this requirement, it must apply separately to Evonet;
• Chargeback alert services: Evonet requires merchants to integrate chargeback alert services such as Visa RDR and Ethoca, so that disputes can be resolved before a chargeback is raised. If a merchant wishes to relax this requirement, it must apply separately to Evonet;
• Strengthen fraud detection: Evonet requires merchants to watch for risk characteristics such as abnormal repeated transactions from the same card number, IP address or shipping address.

7.2 Refunds and Complaint Handling

• Use a clear billing descriptor: Use a merchant name that cardholders can easily recognize, optionally with customer service contact details, to avoid chargebacks caused by unrecognized transactions;
• Make customer service channels public: Clearly display a customer service email, phone number or online support entry on the website, order confirmation emails and receipts;
• Set a complaint response time: Respond to customer enquiries and complaints within 24 to 48 hours to prevent disputes from escalating into chargebacks;
• Clearly state refund, cancellation and delivery policies: Display them clearly on the checkout page and require customers to confirm them before placing an order;
• Process refunds promptly: Process reasonable refund requests as soon as possible, and refund to the original payment card;
• Proactive refunds: For disputed transactions that are likely to result in a chargeback, consider issuing a proactive refund to reduce chargebacks;
• Avoid duplicate refunds: Once a chargeback has been received on a transaction, do not also issue a refund on that transaction, to avoid a double loss of funds;
• Send timely transaction notifications: Send confirmation notices to customers when an order is placed, shipped and refunded;
• Keep transaction records properly: Including order information, delivery and signature records, and customer communication records, to help respond to chargeback disputes.

7.3 Special Measures for Subscription Merchants

For merchants offering subscriptions, memberships or other recurring billing services, Evonet further recommends the following measures:

• Disclose subscription terms clearly: Clearly show the charge amount, billing cycle, first billing date and cancellation method on the checkout page;
• Obtain explicit authorization: Require customers to actively tick a box to agree to the subscription terms; pre-ticked boxes must not be used;
• Prevent duplicate subscriptions: Put a check in place for when the same consumer subscribes to the same subscription item more than once (for example, detecting an existing active subscription before subscribing and asking the consumer to confirm), to avoid the same consumer being subscribed multiple times to the same subscription item and charged repeatedly;
• Free trial expiry reminders: Before a free or discounted trial period ends, notify customers in advance that billing is about to begin, and provide a convenient way to cancel;
• Renewal reminders: For annual or longer-term subscriptions, notify customers in advance before the renewal charge;
• Provide a convenient cancellation channel: Customers should be able to cancel their subscription online by themselves, and the cancellation process should not be more complicated than the subscription process;
• Send cancellation confirmation: After a customer cancels a subscription, promptly send a cancellation confirmation and ensure that no further charges occur;
• Send a receipt after each charge: State the charge amount, service period and cancellation method;
• Set billing retries reasonably: After a failed charge, limit the number and frequency of retries to avoid repeatedly charging the same card;
• Indicate the subscription nature in the billing descriptor: To help cardholders recognize recurring charges;
• Correctly identify recurring transactions: In accordance with card scheme rules, correctly flag the initial authorization and subsequent recurring charges with the appropriate transaction type.

8. Other Notes

This Guideline is for reference only. Evonet reserves the right to adjust the relevant thresholds, fees and control measures from time to time, subject to the merchant agreement between the merchant and Evonet. In addition to the fees charged by Evonet, the card schemes may separately charge fines or related fees.

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版本 1.0 | 生效日期：2026年10月23日

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一、背景与目的

Visa、Mastercard 等国际卡组织对商户的拒付（Chargeback）及欺诈（Fraud）交易情况实施持续监控。若相关指标超出卡组织规定的水平，卡组织有权对商户及收单机构处以罚款或采取限制措施。

为保障商户业务及支付处理服务的持续稳定，Evonet 依据本指引对商户的拒付及欺诈情况进行监控，并在相关指标达到卡组织处罚水平之前，协同商户及早识别风险、落实整改。

本指引旨在说明 Evonet 的监控指标、参考阈值，以及商户超出相应阈值时可能适用的管控措施。

二、监控指标

评估规则如下：

• 评估频率： Evonet 每月进行两次评估，分别针对上一完整自然月及当月上半月（1 日至 15 日）。
• 评估维度： 按门店号（SID）、自然月、卡组织及市场分别独立评估。
• 综合考量： 评估时将同时考量比率与笔数。对于交易规模较大的商户，即使比率未超出阈值，若拒付或欺诈笔数较多，亦可能适用相应管控措施。

三、监控等级

下表所列范围仅供参考，商户的最终等级将依据其比率及拒付与欺诈的实际笔数综合确定。

注： 若商户拒付或欺诈笔数持续偏高，即使比率低于上述范围，Evonet 亦有权将其调整至更高等级。

四、管控措施

Evonet 有权视风险情况要求商户提交正式整改方案，或在必要时立即采取相应措施。

五、等级下调条件

商户同时满足以下条件后，Evonet 可对其管控等级予以下调：

• 连续 3 个月低于触发等级；
• 拒付与欺诈比率低于 0.5%；
• 未发生卡组织违规或合规问题；
• 已有效落实相关预防措施（如 3DS、拒付预警工具等）。

六、申诉程序

商户如对管控通知存有异议，可于收到通知之日起 5 个工作日内，通过其 Evonet 客户经理提交申诉，并提供以下材料：

• 拒付或欺诈的根本原因分析；
• 列明具体时间安排的整改计划；
• 已采取改进措施的相关证明（如 3DS 覆盖率、RDR / Ethoca 使用情况、客户服务或退款处理流程的优化等）。

七、风险防范建议

为有效降低拒付及欺诈风险，Evonet 建议商户采取以下措施。其中标注「Evonet 要求」的条目为商户必须落实的要求，其余为建议性措施。

7.1 交易验证与反欺诈

• 启用 3D Secure： Evonet 要求商户启用 3D Secure，尤其适用于高金额订单、新客户及高风险国家或地区的交易。如要放宽，商户需另外向 Evonet 申请；
• 接入拒付预警服务： Evonet 要求商户接入拒付预警服务（如 Visa RDR、Ethoca），以便在拒付发起前解决争议。如要放宽，商户需另外向 Evonet 申请；
• 加强欺诈交易识别： Evonet 要求商户关注同一卡号、IP 地址或收货地址的异常重复交易等风险特征。

7.2 退款与客诉处理

• 规范账单描述（Billing Descriptor）： 使用持卡人易于识别的商户名称，并可附带客服联系方式，避免因无法识别交易而引发拒付；
• 公开客服渠道： 在网站、订单确认邮件及收据中清晰展示客服邮箱、电话或在线客服入口；
• 设定客诉响应时限： 建议于 24 至 48 小时内回复客户咨询及投诉，避免争议升级为拒付；
• 明确退款、取消及配送政策： 于结账页面清晰展示，并要求客户在下单前确认；
• 及时处理退款： 对合理的退款请求尽快处理，并原路退回至原支付卡；
• 主动退款： 对于预计可能引发拒付的争议交易，可考虑主动退款，以减少拒付发生；
• 避免重复退款： 交易一旦收到拒付，请勿再对该笔交易发起退款，以免造成资金重复损失；
• 及时发送交易通知： 下单、发货及退款时向客户发送确认通知；
• 妥善保存交易凭证： 包括订单信息、物流签收记录、客户沟通记录等，以便应对拒付争议。

7.3 订阅类商户特别措施

对于提供订阅、会员或其他周期性扣款服务的商户，Evonet 另建议采取以下措施：

• 清晰披露订阅条款： 在结账页面明确展示扣款金额、扣款周期、首次扣款日期及取消方式；
• 取得明确授权： 要求客户主动勾选同意订阅条款，不得使用默认勾选；
• 防止重复订阅： 同一消费者对同一订阅项目重复订阅时，应设置校验机制（如订阅前检测该消费者是否已有有效订阅并提示确认），避免同一消费者就同一订阅项目被多次订阅及重复扣款；
• 免费试用到期提醒： 免费或优惠试用期结束前，提前通知客户即将转为正式扣款，并提供便捷的取消途径；
• 续费前提醒： 对于年费或较长周期的订阅，在续费扣款前提前通知客户；
• 提供便捷的取消渠道： 客户应能通过线上方式自助取消订阅，取消流程不应比订阅流程更复杂；
• 发送取消确认： 客户取消订阅后，及时发送取消确认通知，并确保不再发生后续扣款；
• 每次扣款后发送收据： 列明扣款金额、服务期间及取消方式；
• 合理设置扣款重试： 扣款失败后应限制重试次数及频率，避免对同一卡片频繁重复扣款；
• 在账单描述中标明订阅性质： 便于持卡人识别周期性扣款；
• 正确标识周期性交易： 按照卡组织规则，对首次授权及后续周期性扣款进行正确的交易类型标识。

八、其他说明

本指引仅供参考。Evonet 保留不时调整相关阈值、费用及管控措施的权利，具体以商户与 Evonet 签订的商户协议为准。除 Evonet 收取的费用外，卡组织亦可能另行收取罚款或相关费用。

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