What is the chargeback process?
The response window is typically 10-14 days after the chargeback is filed. Make sure to respond quickly, and provide all requested documentation.
The chargeback process begins when your customer makes a formal dispute with their card issuing bank. If the issuing bank determines the dispute is valid, they will notify the acquiring bank that a dispute has been filed. At this point the merchant is notified via snail mail and sometimes electronically, depending on the configuration of your merchant notification settings. Each individual transaction presents a separate potential chargeback: if more than one transaction is in question, multiple chargebacks may be filed.
It’s important to note that the card issuing bank will always take the side of the customer, at least initially, and the burden of proof lies with the merchant to prove the sale's legitimacy. When a chargeback is filed, funds from the sale in question are automatically debited from the merchant - and only returned pending the merchant successfully disputing their chargeback. Essentially - the customer is innocent until proven guilty, but the merchant is guilty until proven innocent.
After receiving the chargeback notification the merchant will have an opportunity to contest the chargeback. It’s important to be diligent and follow the strict deadline set forth in the notification as if a formal response is not received before the deadline, the chargeback is automatically forfeited.
The notification sent will include additional information regarding the disputed sale in question such as original sales date, the reason for the chargeback, and chargeback amount. It will also have instruction on how to respond, and request the documentation that should be included with the merchant’s response. Depending on your processor, you may be able to fax this information, or email/upload it to the support team. AND is always happy to submit chargeback information on your behalf, by emailing to email@example.com.
After the merchant’s evidence is sent to the acquiring bank, the acquiring bank will forward the documentation to the issuing bank. The issuing bank will review the evidence and decide in favor of the merchant or customer. If the merchant is favored, funds from the charged back sale will be credited back to the merchant’s account.
There is a "secondary chargeback" whereby the merchant can contest the outcome of the initial chargeback. However, this has a $500 fee with Visa, regardless of the outcome. Meaning - unless the original transaction was over $500, this is a useless tool. And, unless the merchant is very confident in their chances, this should be avoided.
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