Need a hand?

When you receive a chargeback, we’ll debit the original transaction amount and an additional chargeback fee, and hold these funds until the case is resolved. This fee is taken from your Merchant account as soon as the chargeback is created and it will only be returned if you win the chargeback.

Should your case proceed to arbitration, we'll contact you to get your authorisation to continue. If the final decision by the card schemes results in a loss, an additional arbitration fee will be applied.

You can find more information about chargeback fees and arbitration fees on our Fees page.