If you have a chargeback on your account, a cardholder has raised a dispute about a transaction you ran using their payment details. The cardholder’s issuing bank instructs your processor to remove the dollar amount from your account and your processor mails you a chargeback notification.
Important: Each time you receive a chargeback, your processor charges you a fee. To view our recommendations about how to prevent chargebacks, see
How can I avoid chargebacks?
How do I respond to a chargeback notification?
Important: Do not refund the cardholder for the transaction when you receive a chargeback notification. Refunding the cardholder doesn’t resolve the chargeback. If you refund the cardholder, you may be financially responsible for the refund and the dollar amount of the chargeback.
- Follow the instructions on your chargeback notification.
- Respond by the date on your chargeback notification.
- Provide evidence of the cardholder’s actions and evidence of your actions, for example:
- Order forms
- Receipts
- Contracts
- Invoices
Example evidence of the cardholder’s actions
- Transaction receipt signed by the cardholder
- Evidence that proves the cardholder agreed to the transaction
- Letter or email from the cardholder admitting they purchased the goods as seen
- Evidence that the cardholder didn’t comply with your cancelation policy or return policy
Example evidence of your actions
- One or more undisputed transactions from other customers for the same goods or services
- Transaction receipt showing you issued a refund to the cardholder before they disputed the transaction
- Evidence explaining multiple transactions
- A list of the services you provided
- Evidence of attempts you made to repair or replace goods or services
For examples of evidence that is specific to your merchant type, see the following:
What happens when I respond to a chargeback notification?
The issuing bank reviews your response and decides if your evidence is sufficient.
- The evidence is sufficient. You receive the dollar amount for the transaction.
- The evidence isn’t sufficient. The cardholder receives the dollar amount for the transaction.
If you disagree with the issuing bank’s decision and you still want to dispute the chargeback, the issuing bank continues the process with a second chargeback. For more information about the chargeback process, see The chargeback process.
Let us know if this answered your question. If not, please let us know why!
Tags: issuing bank, chargeback process, dispute, retrieval request, issue chargeback, bank request, dispute transaction