How do I respond to a chargeback?

When you receive a chargeback, it's important to respond quickly and professionally. Here's a brief summary of our process:

• Review our chargeback notification: Understand the reason for the chargeback, as it may be related to fraud, customer dissatisfaction or an error in processing.
• Choose to accept or dispute: Accepting the chargeback will end the dispute but should you choose to dispute you will need to collect supporting evidence.
• Gather supporting evidence: Collect any relevant documentation that can prove the legitimacy of the transaction, such as:
  • Proof of delivery (tracking numbers, shipping receipts)
  • Communication with the customer (emails, chat logs)
  • Terms and conditions, refund policy
  • Signed contracts or agreements
• Submit a chargeback response: Provide the evidence to us within the time frame we provide. This is typically 12 days depending on the Acquiring Bank.
• Monitor the outcome: If the chargeback is resolved in your favour, the funds will be returned to you. If not, you may need to accept the loss or appeal further.

Keep in mind that repeated chargebacks can result in fines, higher processing fees or even the termination of your merchant account, so addressing them promptly and properly managing them is critical.

You can view our full chargeback article here.