Welcome to Talo Payments. The guidelines below are meant to help you grow your business, reduce customer issues, and avoid disputes.
Contact information
Having clear and easy-to-find contact details on your site benefits both you and your customers.
If you don’t have a contact form, make sure your phone number, email address, and expected response time are shown.
You can also link to your Facebook page if customers may get faster replies there.
Respond to inquiries promptly.
Good communication helps prevent future problems.
Keep records of all communication; this is essential if a dispute occurs.
The more contact options you offer (email, phone, social links, contact form), the more trustworthy your business appears.
You must include your physical business address in your site’s footer. If you don’t operate from a physical location, add a mailing address instead.
Make sure visitors know the legal entity they’re doing business with. Add your legal entity name, individual entrepreneur name, or DBA name. This can be placed in your Contact page or footer.
Clear pricing
Displaying transparent prices with no hidden fees is crucial.
Remember that customers view your site on different devices. Make sure your site displays pricing clearly on desktop, tablet, and mobile.
Ensure your text is readable and your colors contrast well.
Any extra fees (such as shipping) must be easy to understand to avoid misunderstandings.
Refund or return policies
Removing or hiding your refund policy can lead to account suspension.
Keep your refund/return policy simple and easy to understand.
Make sure it is visible on every product or service page, or place it in the footer so it appears everywhere.
Ensure your policy complies with all applicable laws.
A clear, accessible refund policy helps prevent disputes.
Offering a refund or replacement is often the best way to maintain a positive reputation.
Many refund requests come from items not received or not as described.
Shipping and delivery information
Including delivery information is essential, whether you sell physical or digital goods.
Physical goods
Customers should know:
Total shipping cost
Shipping method (USPS, UPS, FedEx, etc.)
Estimated delivery time
Tracking information, if available
Your rules for returning items and who pays return shipping
Digital goods
Customers should know:
How the digital product will be delivered after payment
Whether they can track or verify their download
What options they have if the product doesn’t meet expectations
A lack of clear information can lead to negative reviews, social media complaints, or suspension of your account.
Privacy policy and terms and conditions
Both pages are required on your site.
Make sure they are visible on all pages (for example, by placing them in the footer).
Learn more about:
Creating a privacy policy
Creating a terms and conditions policy
Customer disputes
Even with good service, unhappy customers are sometimes unavoidable.
Customers can contact their bank and dispute a charge. Banks often side with their customers, but you can strengthen your position by following these steps:
Respond quickly to calls or emails.
Consider issuing a refund to close the dispute (especially for digital goods).
Keep detailed records of all communication.
For digital goods, logs showing downloads or usage can be critical.
For physical goods, delivery receipts or signatures are strong evidence.
If the request came within 7 days of delivery, confirm you followed your policy.
“The customer is always right” is especially true in online payments. Banks prioritize cardholders, even when the merchant may be correct.
Chargebacks
A chargeback is when a credit card provider returns funds to a customer after a disputed or fraudulent transaction.
Chargebacks involve banks and credit card companies (Visa, MasterCard, American Express, etc.), not just you and the customer.
Every chargeback includes a fee.
A successful chargeback removes the payment from your account and marks you with the bank.
Multiple chargebacks may cause banks to view you as high-risk.
Too many chargebacks may result in suspension from Talo Payments and other processors.
Your goal should be to prevent disputes from becoming chargebacks.
Chargeback “points” do not disappear. The more chargebacks you receive, the greater the risk to your business.