Chargeback Process

If you have additional questions about a chargeback, please contact Client Services at 1800-787-4105. 

1. When a cardholder disputes a transaction with their issuing bank, the bank decides whether the customer has grounds to file a chargeback.
2. If a chargeback is granted, the bank will notify the acquiring bank—AKA the your bank—and debit the funds from the your account.
3. You can either accept the chargeback or fight it by resubmitting the charge along with a rebuttal letter and the necessary evidence to disprove the claim. This process is called representment.
4. The issuing bank will review the new evidence and make a decision. If they find in favor of the business, the funds will be returned.
5. At this point, any party unhappy with the decision can contest the issue further by initiating pre-arbitration. This most often occurs when the issuing bank decides in the merchant’s favor, but then receives new evidence that puts that decision in question.
6. If neither party accepts liability during pre-arbitration, the chargeback moves to arbitration. Here, the card network will examine the evidence and make a final decision. This decision can’t be appealed further, and the losing party will be required to pay $450.00 (amount subject to change based on current Card Brand Requirements).

Time limits for merchants to respond to a dispute vary based on the credit card network and the reason code. Note that the timer begins when the chargeback is initiated, not when you are notified, so the deadline may not be the exact time frame outlined by the card network’s policies.

How to Create the Best Chargeback Responses

• Clear and Concise.
• Details matter.
• Show proof of authorization.
• Show proof of service/delivery.
• Include terms of service and refund policy.
• Include the case number.
• Successful transmission.