Automated email notification of a pending chargeback on your merchant account
To review the chargeback - log into your merchant portal, you will navigate to “Transactions” and then to “Disputes.”
The Chargeback Reason, Ability to Defend or not, and Relevant Transaction details will be found here.
Not all chargebacks are defendable; in the case they are, you are responsible for submitting your own documentation to dispute the chargeback in question.
Collect any documentation relating to the customer's purchase in question.
For more details about your specific chargeback, including the reason and next steps, you can refer to our Chargeback Reference Tables.
It includes card brand details, reason codes, and explanations to help you better understand the situation.
Submit appropriate documents via the Merchant Portal. Please be aware that once submitted, no further changes to your defense are allowed.
Keep in mind that if the status is “Chargeback Reversed – Pending”, this does not mean you have won. It is currently in review by the issuer and can still be reversed at their discretion.
The disputed amount will be transferred back to your account, but this is not final
Monitor chargeback status periodically
If the issuer declines the chargeback and you have lost, the amount will be deducted from your balance account.
Reminder: a $15 fee is associated with each chargeback occurrence
Please Note:
ACH Refunds & Chargebacks
ACH payments may take up to 5 business days to clear.
Issuing a refund before the original ACH payment has fully cleared may result in duplicate charges being applied to your account
Credit/Debit Card Refunds & Chargebacks
Credit and debit card payments may take up to 2 business days to settle.
Please consider this timeframe carefully before processing a refund, especially when chargebacks may occur.