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How can I defend myself against chargebacks?

If you receive a chargeback, you should do the following:

  • Follow the instructions on the chargeback notification.
  • Respond by the due date listed on the notification.
  • Provide a written reply addressing all of the cardholder’s concerns.
  • Provide copies of all transaction documents, including, but not limited to the following:

– Order forms

– Invoices

– Contracts

  • Respond to all retrieval requests on time and provide accurate information.
Note: Do not issue credit to an account when you receive a chargeback as the card issuer applies a conditional credit to the cardholder’s account. Any credit you issue after you have received a chargeback may not be recoverable. You may be financially responsible for the credit and the chargeback.
Important: The card issuer may reverse the chargeback if the information is sufficient. Chargeback reversals are conditional as the card issuer may investigate the case further by processing a second chargeback or pre-arbitration case.

Evidence of cardholder actions

Important: You must provide compelling evidence that the cardholder took part in the transaction.

If applicable, you should provide evidence of the following:

  • Cardholder’s awareness that they purchased merchandise in “as is” condition, for example, the following documents:

– Signed disclosure

– Screen print for e-Commerce

  • Letter from cardholder admitting that they purchased merchandise “as is”
  • Cardholder’s non-compliance with a clearly documented cancellation policy, return policy, or applicable law

Evidence of your actions

If applicable, you should provide evidence of the following:

  • One or more undisputed payments for the same merchandise or service
  • You issued credit to the account to correct an error
  • Multiple fraudulent transactions did not occur, including the following:

– Transaction documents

– A written rebuttal explaining the multiple transactions

– Pointing out differences between transactions such as the following:

– Two different clerks

– Times of transactions

– Checkout lanes

– Different merchandise purchased

  • You rendered the services
  • You attempted to repair or replace goods, or provide replacement services

You should also provide a legible copy of the transaction documentation to assist the cardholder in recognizing the transaction.

Additional actions for different merchant types

As well as the actions described, you can also provide additional information for different transaction types. For more information about actions for each merchant type, see the following:

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