Chargebacks are a standard part of accepting online payments, and it’s important to understand how they work. A chargeback occurs when a cardholder (your customer) contacts their bank to dispute a charge on their account. When this happens, the disputed amount is automatically deducted from your Webconnex Payments account and temporarily returned to the cardholder while the case is reviewed.

While chargebacks can be frustrating, Webconnex Payments includes a built-in service to help. Our team proactively responds to chargebacks and works to dispute them on your behalf at no additional cost. This article will walk you through what to expect when a chargeback is filed and how our team supports you throughout the process.

If you still have questions, please feel free to contact our chargebacks team at chargebacks@webconnexpayments.com.

Webconnex Payment's Chargeback Support

When using Webconnex Payments, our dedicated team actively manages and disputes chargebacks on your behalf in an effort to recover the funds. This service is included at no extra cost and is available to all Webconnex Payments customers.

We already have access to all the key order details collected at the time of purchase, and can use this information in our cases. When disputing a chargeback, our team also reviews the purchaser’s IP address, checks for terms of service agreements, refund policies, and purchase protection language on your event pages.

If you have any additional documentation to support the dispute, such as event photos, a sign-in sheet, or other proof of attendance, please send it to the Webconnex Payments team at chargebacks@webconnexpayments.com.

The typical time from when a dispute is opened until Webconnex Payments knows the verdict is typically 90-120 days.

Chargeback FAQs

Why do registrants open a chargeback?

Chargebacks can be opened for a variety of reasons. Here are some common reasons that a registrant might open a chargeback.

The cardholder may not recognize the charge
The cardholder may be dissatisfied with the product or service received
The cardholder may have duplicated the order
The cardholder may be contesting the charge as fraudulent

Note: Sometimes, even after a cardholder has agreed to your event's terms of service during registration purchase and refund policy, they will call the issuing card company and dispute the charges on the grounds of “Credit Not Processed” or “Goods or Services Not Received” just to see if they can get their money back.

Does Webconnex Payments refund the cardholder for a chargeback?

Webconnex Payments does not issue refunds to the cardholder in the case of a chargeback. Chargebacks are not initiated by us and are not voluntary. When a cardholder disputes a transaction, the disputed amount is automatically withdrawn from your Webconnex Payments account and returned to the cardholder. This is a required process handled between the cardholder’s bank and our payment processor.

Why do credit card companies automatically favor the cardholder? Why don’t they wait until the facts come out before debiting my account?

The credit card companies have adopted this approach to protect the cardholder. This is the standard across the nation and outside of our influence or control.

What happens after a chargeback is filed?

Webconnex Payments contests the chargeback on your behalf. We have access to all the information needed to file a rebuttal to the dispute. We also reach out to the cardholder directly to get any information they might have as to the reason for the dispute, and to remind them what the purchase was for. We have a relatively high success rate compared to the industry standard contesting chargebacks. Most of the information regarding the chargeback can be found in this chargeback notification email, including the link to the order and the reason the dispute was initiated.

Why am I being charged a $15 chargeback fee?

When a chargeback is initiated, the original transaction amount debited from your Webconnex Payments account, and a $15 chargeback fee is also applied. This fee is set by our credit card processor and is charged regardless of the reason for the dispute or the final outcome. Please note that the fee is not refunded, even if the chargeback is successfully overturned.

How can I prevent future chargebacks?

There are multiple ways to prevent future chargebacks. Here are a few ways to limit the chargebacks you receive.

Make sure your registrants can identify your event on their credit card statements. By default, charges will show up as the first 22 characters of your page name.
When admitting registrants to your event, check IDs against credit cards and registrations to cut down significantly on fraud.
Keep lines of communication open with your registrants and our customer success team and answer questions promptly.

Where can I view chargebacks?

There are several ways to view chargebacks in RedPodium. You can view your chargebacks in RedPodium, or view these chargebacks in the Webconnex Payments Portal.

View Chargebacks in RedPodium

Here is how to view your chargebacks in RedPodium itself.

From the top menu bar, hover over the Reports tab
Select Transactions from the dropdown
Go to the Type filter, and select the Charge Back option from the dropdown

Pro Tip: You can view the reason for your specific chargebacks. This information is available for all chargebacks issued on or after April 17, 2025. Here's how to access this information.

From the Transactions page, click the eye icon next to the chargeback you want to view
Scroll to the Notes section of the transaction
View the chargeback reason

View Chargebacks in the Webconnex Payments Portal

Here is how to view your chargebacks in the Webconnex Payments portal.

From the Pages screen, hover your mouse over the Gear icon on the top right-hand corner
Select Payment Processors from the dropdown
Find the correct payment processor, and click View Payments Portal

From the Dashboard, click Transactions from the top menu bar
On the Status filter, select Dispute and/or Dispute Pending
If desired, click Export in the top right corner to export a list of all your disputed charges

Note: To view the chargeback reason for a specific chargeback, click the eye icon next to the chargeback you want to view. You can find the Dispute Reason on this page.

Pro Tip: You can also view chargebacks by downloading a Payout Report from Webconnex Payments. This report clearly shows how your chargebacks and chargeback fees impacted your payout. It’s the most effective tool for reconciling your bank account. Click here to learn how to download the Webconnex Payments Payout Report.

Can I see the reason a registrant initiated a chargeback?

Yes, users can view the reason for your specific chargebacks. This information is available for all chargebacks issued on or after April 17, 2025. Here's how to access this information.

From the top menu bar, hover over the Reports tab
Select Transactions from the dropdown
Click the eye icon next to the chargeback you want to view
Scroll to the Notes section of the transaction
View the chargeback reason

I received a chargeback - What do I do?