A chargeback is an ACH or a credit card transaction that is reversed after the customer who made the transaction disputes it.
When using the D-Tools Payments functionality, you have complete control over the chargebacks made against you by your customers. You can contest and manage chargebacks from the Cloud UI.
D-Tools will inform you of a chargeback via email. You can check the chargeback dispute on Cloud and provide the required documentation to contest the chargeback. D-Tools will contest the chargeback on your behalf and update you on its status on Cloud.
Once you receive the email about a chargeback, do the following:
1/ Go to "Billing > Chargebacks" in the left navigation menu.
2/ Click the "Action Required" tab, select the chargeback row, and submit the required documentation.
Check out this FAQ for the documentation evidence required based on the reason for the chargeback.
Once the documentation is verified and sufficient, D-Tools will contest the chargeback. The chargeback will be visible under the "Processing" tab.
D-Tools will email you for clarifications or updates. Once the chargeback dispute is resolved, you will see the chargeback under the "Won" or "Lost" tabs.
The following screenshot shows how multiple chargebacks in different stages look under the "All" tab.
