True. We are always made to pay up in case of a customer complaint. It's incredible how often people happen to "forget" what they have bought.
Also:
-Track as much info as possible and log it locally, specially if you need a report on a complaining customer. You usually have a few days to provide proof of the purchase, if some server goes down and you can't check on your VPOS data from your provider you must pay. CC numbers are touchy but there are other ways to reference the data or hash it if you need to. Ask what info will be in the complaint notice so you can link it to your transaccion.
-Make your terms very clear to your customer before they press the accept button, specially the refund/return policies.
-If possible make you system able to log info and que transaccions. That way if your provider happens to fail you can still be in business. You could loose some money if their system goes down and they won't pay a cent to you or give a discount.
-Ask for info like how well they handle troublesome transaccions. Those that may get stuck half way through their system and the bank. They could return unknown or uncertain states. What will they report to you and what will actually be their state. Should you repost/wait or pray. How do they handle that, how does it work, can they give a demo or trial period. This topic will give or save you a lot of pain later on.
Saludos
Gerardo