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Chargebacks

What is a chargeback?

A chargeback is when a customer or issuing bank disputes one of your transactions. For example, if a customer has a transaction on their statement that they don’t recognize, they can contact their bank to dispute the transaction. Read more

The chargeback process

There are up to four stages in the chargeback process, which include the following: Retrieval request First chargeback Second chargeback, also known as pre-arbitration Arbitration Retrieval request A retrieval request is when a cardholder’s bank asks a merchant to send information about a transaction. Read more

What is a retrieval request?

A retrieval request is when a bank asks you to send information about a transaction that a customer disputed. You receive a retrieval request in the mail. A retrieval request doesn’t cost you anything, however, not responding to the request leads to a chargeback. Read more

What should I do when I receive a retrieval request?

When you receive a retrieval request, you should provide all available documentation to support the transaction. The documentation should relate to the reason stated on the retrieval request and you should return the documentation by the date listed on the request. Read more

What happens after I have responded to my retrieval request?

When you respond to a retrieval request, the issuing bank or cardholder decides if you have given enough evidence to prove that the transaction took place and is genuine. If your evidence proves that the transaction is genuine, the issuing bank doesn’t ask that we take the disputed amount from your account. Read more

How can I avoid chargebacks?

You can avoid chargebacks by using the following best practices: Do: Obtain the cardholder’s signature to confirm they received the merchandise in good condition. Be careful when manually keying an account number for approval to prevent keying errors. Read more

What can a retail merchant do to avoid chargebacks?

In addition to the best practices described in How can I avoid chargebacks?, retail merchants should use the following best practices: Do: Ensure the cardholder’s card is present. Ensure your POS device is in working order and free from dirt and debris. Read more