What is a chargeback on my Merchant account?
A chargeback (also referred to as a dispute) happens when a customer or cardholder attempts to get their money back from a transaction. Disputes can be started for multiple reasons, including but not limited to fraud or a disputed transaction.
How to raise a chargeback
To raise a chargeback, customers have to contact their issuing bank who can then formally raise the chargeback with the card network (Visa, Mastercard, or Amex). The card network brings the chargeback to our attention.
Responding to chargebacks
If a dispute is raised against your business, it will appear in the 'Disputes' table. Team members need to have the 'Manage Merchant Disputes' permission. See this FAQ to learn how to add new permissions to different roles.
Under the 'Disputes' table, you can challenge or accept the dispute. You'll also see all related information, such as the due date to reply to the dispute, payment details and other relevant fields.