How chargebacks work

In short, chargebacks occur when a customer or their bank disputes a card transaction and seeks to recoup the money.

Chargebacks can be relatively complicated processes. So we’ve put together a step by step guide to the chargeback process and guidelines on how to contest different types of chargeback.

Chargebacks include a deadline for response imposed by the payment provider if you wish to dispute the claim so it’s vital to respond to any email we send you within the requested time frame.

Avoid chargebacks

Take precautions to process remote payments securely to avoid chargebacks.

Retrieval requests

Retrieval requests are basic requests for more information about a transaction.

We’ll notify you of any retrieval requests related to your profile. Simply check the requirements for retrieval requests and send the information to us and we’ll pass it on to the cardholder’s bank.

If practical, it’s advisable to contact your customer directly to resolve the issue before a potential chargeback is initiated.

How retrieval requests and fraud reports work