Whether it’s a simple misunderstanding or human error, sometimes there’s a problem with a payment. It’s just part of doing business. If you’ve received a notification about a chargeback, don’t worry! This guide will help you understand the following:
What is a Chargeback?
What Happens During the Chargeback Process?
How to Fight a Chargeback?
What is a Chargeback?
A chargeback occurs when the customer asks their bank to reverse a transaction.
• Why does this happen?
• The customer claims they didn’t receive the goods or services.
• They say the item wasn’t as described.
• The transaction is flagged as fraudulent.
• What happens next?
• The funds for the transaction are frozen immediately.
• You’ll need to submit evidence to dispute the chargeback.
• The review process can take up to 90 days.
What Happens During the Chargeback Process?
This process starts when your customer or their issuing bank raises the chargeback. You’ll be notified by receiving a formal notification via mail (to the legal address we have on file) and email.
This notification will include:
• The reason for the dispute.
• Instructions on how to respond and submit evidence.
The funds are temporarily debited from your merchant account while the case is under review.
How to Fight a Chargeback?
If you’ve received Dispute notification, here’s what to do next:
Review the notification reason
Check the dispute amount, transaction date, case number, and required documentation.
Please note the submission deadline on the top right corner of the letter.Gather Your Evidence: provide supporting documents, such as:
• Proof of delivery or service completion.
• Communication with the customer.
• Any other relevant transaction details.Submit Your Response:
Use one of the following methods to submit your evidence:
MerLink Portal: https://mertinkresponse.comFax: 706-644-5210
Mail it in: Talus Payments Retrieval & Chargeback Department 1185 Imperial Dr Ste. 200 Hagerstown, MD 21740
Tip: The more detailed and organized your documentation, the better your chances of winning the dispute. By acting quickly and providing thorough evidence, you can resolve disputes effectively and protect your business.
Still Have Questions?
If you’re unsure about the process or need help, don’t hesitate to contact us. The details in your notification include everything you need to know; however, just in case, here is how you can reach the Chargeback department directly:
Ph: 800-787-4105
Fax: 706-644-5210
Our app support team is here to assist if you have further questions; click here to open a chat.