Fraud Defense Fee

Overview

Selflane is committed to minimizing online transaction fraud and crimes. We have tools to block stolen credit cards, rouge customers, and other proprietary security measures. However, from time to time we still experience some chargeback scenarios. The industry is seeing higher chargebacks as fraud moves from in-person to online transactions.

Our commission-free business model and low pricing does not allow for an operating reserve to defend against these chargebacks. Although we always provide evidence to the banks with proper order receipts, delivery details, etc, we still end up losing many cases. These losses are a devastating hit to both your business and ours. As such, we need to implement a new fraud defense fee to help defend against chargebacks.

Starting Thursday Nov 17, 2022, we will start charging customers a 2% fraud defense fee with a minimum of $0.25 per online transaction. The primary purpose for this fee is to actively work against potential online fraud.

Changes to Merchants

1. You will no longer be responsible for chargebacks in any cases that you’ve fulfilled your duties. That means you will not be charged when any customers file chargebacks on unauthorized transactions, unsatisfied service, or unreceived products.
2. You will still have commission-free online order service.
3. You will still be responsible for cases that are completely your fault. For example, you didn’t close store hours for an off day and when you received an order, you didn’t cancel it until the customer filed a chargeback.

Changes to Online Order Customers

1. Customers will see a line item in the receipt as Service Fee. The fee is calculated as 2% of the total bill with a minimum of $0.25.
2. Customers who order Selflane-delivery orders are not subject to this fee.

Please note that this change only affect online orders that are processed by Selflane.