What is a chargeback?
A chargeback is when your customer disputes a charge with their bank.
What happens after a customer disputes a charge?
Once we receive a chargeback notification from the issuing bank (your customer's bank), the amount being charged back will be debited from your account with an additional $25.00 Chargeback fee.
Then, we'll send an email notification to your business email used when applying to Fullsteam with a chargeback id, transaction id, info about the chargeback, and examples of things you can send to provide proof the transaction was real.
This notification will come from Payments.AccountSupport@fullsteam.com
Below is a sample Chargeback Notification:
"We have received notification of a chargeback for a transaction amount of $00.00 on 00/00/0000. Transaction ID 123456789.
The cardholder is claiming that the transaction is an unauthorized transaction. In order to dispute this chargeback we will need proof that the cardholder did initiate this transaction and received the merchandise/service.
Examples would be signed receipt from cardholder, AVS match, signed agreement, proof of delivery, etc. This is a very urgent matter and we will need the documents as soon as possible. If you have any questions regarding this transaction or chargeback please give us a call at 334-329-6775."
What can I do?
You can reply all to the email notification you receive with the documentation requested. Once we receive the supporting documentation from you, we respond to the issuing bank. The issuing bank can take 30-45 days to review the case and make a decision. You may receive additional notifications from the Chargeback team throughout the process until the case is settled.
Please note, Launch27 Pay does not have any final say in who the issuing bank rules in favor of.
What happens if I win the dispute?
If the issuing bank rules in your favor, the funds for the transaction will be credited back to you.
Please note: The $25.00 chargeback fee will not be refunded as we (Launch27 Pay) are charged a fee from Vantiv and therefor you the merchant assume this fee
What happens if I cannot find the original email thread from Payments Services about the chargeback?
You can find important details of the chargeback within the Chargeback report.
If you cannot find the original thread from our payment services of when you were notified of the chargeback, find the chargeback ID and the transaction ID from the Chargeback Report and email our payment services Payments.AccountSupport@fullsteam.com for more information/status.
To find your Chargeback Report in Merchant Track
Click the graph icon and go to Merchant Track
Click the Reports Tab on the left hand side
Click Chargeback Report
Here you can find the important details about the chargeback, and any status changes along with the transaction ID and chargeback ID
Have more questions? Reach out to Launch27 Support via chat or email support@launch27.com