Updated Chargeback Policy:
After March 28th, Drizly Consumer Support will no longer assist with the collection of dispute materials to aid in chargebacks you may receive. Previously, Drizly Support teams were notified of all chargebacks disputed from consumers if you are a merchant using Braintree as your processor. Additionally, you, the merchant, would be receiving email notifications from Braintree outlining the chargeback and steps to take to dispute. These email notifications will continue, but the Drizly support team will no longer contact you or assist in collecting dispute materials.
A consumer can file a chargeback through their financial institution up to 180 days after the transaction is settled. Please utilize the below FAQ throughout the remainder of this fiscal year.
What if I have Forter Fraud Insurance?
Orders charged back specifically under the reasoning of “Fraud” are covered by the Forter Fraud Insurance Policy so long as you have this insurance policy. These chargebacks have been reimbursed to you on your monthly invoice. Beginning in May, you will be contacted by a third party, eTeam Inc., to receive your refund for Forter protected chargebacks. eTeam Inc. will provide a secure link via email to collect a W9 and an Electronic Funds Transfer (EFT) form from you to process your refund.
It is important to check the dispute reasoning when receiving the dispute from Braintree. If the reason is anything other than Fraud, it is not covered on the insurance policy and you may be compelled to dispute.
How do I collect dispute materials if I need to dispute a chargeback?
While you may have collected the receipts of these orders from the Drizly Portal or Drizly Retailer, these platforms will be deprecated on May 31st 2024. Because of this, you will need to rely on the Braintree dashboard to obtain transaction receipts in the future. This can be done by logging into Braintree at www.braintreegateway.com/login and finding dispute materials via the “Transaction” section in the Braintree dashboard. Please also follow the instructions outlined in the dispute you received from Braintree.
What if I don’t have a Braintree login?
If you do not have a Braintree login, or are unfamiliar with Braintree, that means you fall into one of two buckets.
1.) You are utilizing your own processor and are set up as a Braintree Gateway or half-stack account and Braintree is simply connecting Drizly orders to your processor. You will be able to continue to receive disputes from past Drizly orders from your respective processor.
2.) You have been set up under the Drizly Parent Account on Braintree when joining our platform. This means that you are one of very few merchants for which we dispute Chargebacks on your behalf. Following March 28th we will no longer be able to continue this service. Instead, you will need to log in to your Braintree Dashboard to access transaction statements and dispute any chargebacks your sales may receive. Make sure you are regularly checking your email for notifications from Braintree regarding chargebacks.