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best practices

  • Merchant Dispute Guide

    Merchants are able to dispute shopper chargebacks. In order to dispute a merchant-liable chargeback, you must submit proof that the customer’s claim is invalid. The more evidence you provide, the better your chances are of winning the dispute. The needed documentation may differ depending on the chargeback reason. Read Bolt’s Chargeback policy for more information.


  • Backoffice & Phone Orders Guide

    Merchants receive incoming orders in a variety of ways—not just through their online storefront. For some merchants, phone orders even make up 30-40% of their business! Because of this, it’s important to understand the significance of each backoffice order placement method and their indemnification coverage.


  • Import Past Order Data

    As a merchant, you can import any existing order and chargeback data you have collected directly into Bolt. Doing this adds an extra layer of intelligence to our risk models by allows us to understand your typical shopper’s behavior.


  • Submit Historical Processing Statements

    Merchants onboarding to Bolt may need to provide historical payment processing statements. These statements must include the following details: all processing fees, chargebacks and associated fees, total payment volume (TPV) for each card type, refunds, and transaction details. Bolt typically requires 12 months of statements for pricing analysis and onboarding.


  • Transaction Investigation Guide

    Merchants can examine their transaction feed to gather information about its status, shopper, and why it was or was not approved. This guide applies information found in the View Order Rejection Reasons guide and the Fraud Review Process reference article to real-world scenarios.