Protect your business and avoid payment disputes.
For a step-by-step guide, use the Reason Code Guidelines.
- A chargeback, also referred to as a payment dispute, occurs when a cardholder questions a transaction and asks their card-issuing bank to reverse the transaction.
- When a chargeback is initiated, the document notification is sent to the business either by email or snail mail, depending on the delivery method selected by the business.
- The disputed amount is debited from the business until the business provides a rebuttal letter explaining the sale, and sends in a signed sales draft or invoice, and all documentation pertaining to the sale.
- The response date is listed on the chargeback notification. The issuing bank typically allows 10 days to respond. However, it’s the business’ responsibility to call the chargeback team at 800.654.9256 options 1,1,3 to verify receipt of legible rebuttal documentation.
- A chargeback dispute can take up to 90 days for resolution. A final decision letter will be sent to the business. If the issuing bank rules in favor of the cardholder, the debit will remain on your account. If the issuing bank rules in favor of the business a credit for the disputed amount will be issued to the bank account on file.
- Cancelled Merchandise/Services
- Credit Not Processed
- Duplicate Processing
- Fraud Card Absent Environment
- Incorrect Amount
- Not As Described or Defective Merchandise/Services
- No Cardholder Authorization
- Merchandise/Services Not Received
- Paid By Other Means
- Use a PCI Compliant credit card terminal or point of sale system
- Accept chip cards and contactless payments (Apple Pay, Google Pay, etc.)
- Require customers to insert their chip card for payment
- Train employees:
- Verify chip card was inserted for payment
- Swipe only if prompted by terminal if chip read fails
- Manually imprint all key entered credit cards
- Answer prompts for AVS (street address) and CVV (security code)
- Do not key enter un-embossed credit cards
- Verify chip card was inserted for payment
If you have any questions regarding chargebacks feel free to contact our customer service team at 800.563.5981 option 2, or email customerservice@retailers.com.
