What is my responsibility for Chargebacks?

When you receive a chargeback, it is your responsibility to gather and submit any documentation that supports your side of the story. 

Must know:

  • If you do not dispute the Chargeback within 10 business days, the consumer will win the Chargeback case and keep the funds for the disputed transaction.

What is my responsibility for Chargebacks?

If a Chargeback is applied against you, you will receive a Chargeback notification via email. This notification will be sent to the primary contact. To have the Admin and Technical contacts receive this email, you must check off the “Send email notifications to this address” option on the company info page of your portal. The received email will outline your three possible next steps. 

  • Contact the consumer: 
    • If you have the consumer’s phone number or email address you can reach out to them directly to see why they filed a Chargeback. If you are able to resolve the issue the consumer was having, they will be able to drop the Chargeback by contacting their bank or card issuing company.
  • Accept the Chargeback: 
    • If you agree with the reason the Chargeback was filed, you can accept the Chargeback and let the consumer recuperate their funds.
  • Dispute the Chargeback: 
    • If you do not agree with the Chargeback being filed, you may dispute the Chargeback in an attempt to have the funds return to your bank account.

It is important to stay on top of Chargeback cases and determine how you wish to proceed. In most cases, you will need to dispute the Chargeback if you wish to have the funds return to your bank account.

Good to know:

  • Keeping a record of any discussion had with the consumer and any relevant transaction documentation (invoices, receipts, etc.) will ensure that you have sufficient information to dispute a Chargeback if needed.
  • If you suspect a transaction is fraudulent, you can refund it to avoid potentially receiving a chargeback.
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