Billing descriptors are critical identifiers that appear on your customers' credit card statements and online banking accounts. These descriptors help customers recognize their purchases and can significantly impact your business's credibility and financial security.
Every merchant accepting card payments must provide at least two key pieces of information: a business name and phone number. While traditional brick-and-mortar businesses typically have established phone lines, this requirement presents unique challenges for online businesses that operate primarily through digital channels.
Many payment processors, including Stripe and Shopify Payments, mandate phone numbers for billing descriptors even if you opt out of displaying contact information elsewhere. This requirement often leads online entrepreneurs to use their personal phone numbers during the payment platform setup process, assuming the number won't be actively used.
However, this approach carries significant risks:
Privacy Concerns
Your personal phone number becomes visible on every customer's banking statement.
Customer Trust
When disputing charges, customers are typically advised by their banks to first contact the merchant using the number on their statement. A personal phone line answering these calls, or no answer at all can undermine your business's legitimacy.
Financial Impact
If customers cannot reach a professional business contact, they're more likely to proceed with formal disputes or chargebacks. Even if you successfully contest these disputes, the process consumes valuable time and resources that could have been avoided with proper business contact information.
A Solution for Online Businesses
ZebraFone offers an elegant and turnkey solution for online businesses. Our virtual answering service provides you with a professional phone number for your billing descriptors while maintaining the efficiency of your digital-first operations.
When customers call, they hear a customized greeting that can direct them to your preferred support channels, such as your website or email. For those who prefer to leave a message, ZebraFone automatically transcribes voice messages and emails them to you, ensuring you never miss a billing concern while keeping your personal number private and maintaining your professional image.
To fully optimize your billing process and minimize disputes, it's crucial to implement a comprehensive strategy for your descriptors. Let's explore some best practices that, when combined with ZebraFone, can significantly enhance your customers' experience and protect your business.
Best Practices for Effective Billing Descriptors
Creating clear billing descriptors helps prevent confusion and reduce disputes. Consider these key practices:
- Use your domain when possible. Including your website domain (e.g., "ZEBRAFONE.COM") gives customers a direct path to verify their purchase and contact you. This approach ensures customers find your official website rather than unrelated search results.
- Make business names recognizable. If not using your domain, use the name customers will recognize from their purchase, not your legal business entity. If your online store is "Happy Puppy Toys" but your corporation is "HPT Holdings LLC," use the former.
- Be consistent across platforms. Use the same business name across your website, emails, receipts, and billing descriptors. This consistency builds trust and reduces confusion.
- Consider character limits. Most payment processors limit descriptor length (typically 20-25 characters). Plan your business name accordingly, or create a clear abbreviated version that customers will recognize.
- Test your descriptors. Process a test transaction and review how it appears on different bank statements. Some banks truncate descriptors differently, so verify that your crucial information remains visible.
- Monitor descriptor-related disputes. If you notice customers frequently questioning charges, review your descriptor strategy. Sometimes small tweaks to wording can significantly reduce confusion.