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How do chargebacks work on my Merchant account?

New chargebacks

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

  • Your customer will raise the chargeback with their issuing bank
  • Their bank will raise the chargeback with the card payment system, who then sends the details of the chargeback to us
  • We debit the chargeback amount plus a fee from your account and hold it until the case is resolved
  • One of our agents contacts you (as the account owner) via email to let you know a chargeback has been raised. They'll support you throughout the case.

Responding to a chargeback

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

1. 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 funds we withheld will be passed on to the customer.

2. 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 the submitted evidence.
  • The card issuer will review your evidence and either accept or reject it. If they accept it, you win the case and we return the withheld funds to your Revolut Business account along with the chargeback fee.
  • If the card issuer 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.

3. Ignoring a chargeback

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