If you receive a chargeback you should:
- Follow the instructions on the chargeback notification
- Respond by the due date listed on the notification
- Provide a written reply addressing all of the cardholder’s concerns
- Provide copies of all transaction documents, including, but not limited to:
- Order forms
- Invoices
- Contracts
- Respond to all retrieval requests on time and provide accurate information
Note: Do not issue credit to an account when you receive a chargeback as the card issuer applies a conditional credit to the cardholder’s account. Any credit you issue after you have received a chargeback, may not be recoverable. You may be financially responsible for the credit, and the chargeback.
Important: The card issuer may reverse the chargeback if the information is sufficient. Chargeback reversals are conditional, as the card issuer may investigate the case further, by processing a second chargeback or pre-arbitration case.
Evidence of cardholder actions
Important: You must provide compelling evidence that the cardholder took part in the transaction.
If applicable, you should provide evidence of the following:
- Cardholder’s awareness that they purchased merchandise in “as is” condition, for example:
- Signed disclosure
- Screen print for e-Commerce
- Letter from cardholder admitting that they purchased merchandise “as is”
- Cardholder’s non-compliance with a clearly documented cancellation policy, return policy, or applicable law
Evidence of your actions
If applicable, you should provide evidence of the following:
- One or more undisputed payments for the same merchandise or service
- You issued credit to the account to correct an error
- Multiple fraudulent transactions did not occur, including:
- Transaction documents
- A written rebuttal explaining the multiple transactions
- Pointing out differences between transactions such as:
- Two different clerks
- Times of transactions
- Checkout lanes
- Different merchandise purchased
- Services were rendered
- You attempted to repair or replace goods, or provide replacement services
You should also provide a legible copy of the transaction documentation to assist the cardholder in recognizing the transaction.
Additional actions for different merchant types
As well as the actions described, you can also provide additional information for different transaction types. For more information about actions for each merchant type, visit:
- Keyed-entry or MOTO merchants
- E-Commerce merchants
- Retail merchants
- Recurring billing or service-based merchants
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