What is a chargeback?
A chargeback is when a customer disputes a transaction, and funds are withdrawn from your account
Why do chargebacks happen?
- Customer is unhappy with service/product provided
- Product/service was not provided/shipped in time
- A customer's card was stolen and used fraudulently
How will I know if I receive a chargeback?
An email from chargebacks@merchantservices.support will be sent when a chargeback/retrieval is filed by a customer
Can I dispute a chargeback?
Yes, please respond to the email within 3-5 business days with any photos of invoices/receipts including customer signature. These documents will be submitted to fight the chargeback
What do I submit to fight the chargeback?
- Signed receipt, invoice, or bill of sale with purchase details
- Text correspondence with the customer about the sale
- Proof of delivery or service completion
- Multimedia (video, audio) cannot be submitted
How long does the chargeback process take?
It can take up to 45 days for a final decision to be made on the case from the card brands.
What happens if I win a chargeback dispute?
Funds will be returned to your account
What happens if I lose a chargeback dispute?
The funds will remain debited from your account and the case is closed