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How do merchant chargebacks work?

New chargebacks

Here's what happens when your customer raises a chargeback:

  • Your customer will raise the chargeback with their issuing bank (the customer’s bank)
  • The customer’s bank will raise the chargeback with the card payment system, which then sends the details of the chargeback to Revolut
  • We debit the chargeback amount plus a fee from your Merchant account and hold it until the case is resolved
  • One of our agents will contact the account owner via email to let them know a chargeback has been raised
  • That agent will then support you and keep you updated throughout the case

Responding to a chargeback

You usually have 15 days from the day you're notified of a chargeback to respond.

Accepting a chargeback

If you accept the chargeback, you agree to refund the customer for the charged payment and pay the fee. In this case, the money we withheld from your Merchant account previously will be passed on to the customer.

Challenging a chargeback

If you disagree with your customer’s claim, you'll have to build a case and use evidence to support your appeal. The agent assigned to your case will guide you through the process. This is called a representment.

The customer’s bank will review your evidence and either accept or reject it. If they accept it, you win the case and we return the withheld money to your Merchant account along with the chargeback fee.

If the customer’s bank rejects your evidence, you may have a final opportunity to appeal. However, this means the case could go to arbitration. The agent assigned to your case will keep you updated and continue to guide you through the process.

Ignoring a chargeback

If you don't respond by the deadline, your customer automatically wins the case and the withheld money won't be returned to you.