Note:

Check out our guides on how to take payments securely and prevent chargebacks during remote payments for advice on how to avoid chargebacks where possible.

SumUp’s chargeback procedure

  1. Our acquiring bank partner notifies SumUp of a chargeback. We’ll update our systems accordingly and notify you via email.

    • There’s a standard non-refundable admin fee of £10 applied by the acquirer for chargebacks regardless of the outcome.

    • We’ll cover the initial cost of the chargeback so no money will leave your SumUp profile at this point. Instead, the money will be taken from your next scheduled payout.

  2. To object and retrieve the money, the relevant evidence required to dispute a chargeback must be submitted within the time frame set by the acquiring bank.

    • If you miss this deadline, the matter will be considered closed and the cardholder will keep the money.

  3. The issuing bank will attempt to successfully represent the chargeback. In other words, they’ll decide on the validity of the transaction based on the information provided.

    • If the issuing bank rules in favour of the cardholder, the cardholder will keep the money.

    • If the issuing bank rules in your favour, the chargeback will be reversed. But the cardholder still has the right to contest this decision. We’ll hold the funds for 60 days until the appeal period is over and then return your money minus the administration fee.

  4. If the cardholder contests the issuing bank’s decision, a second chargeback will begin with the card issuer making the final ruling. We’ll notify you if this is the case.

    • Instances involving Visa, Diner’s Club and Discover allow for more evidence to be submitted to the card issuer before they make a final decision.

Note:

Arbitration via the card issuer comes with fees of 500EUR if you don’t win your case, so you should only continue to this stage of the dispute if you’re confident of winning.