CHARGEBACK FAQ

Unless you know for sure that it’s true fraud or real merchant error, contesting a chargeback is an opportunity to recoup revenue, deter future disputes, and win trust from the banks.

Outline all the evidence you want to include in your document. That way, your team can efficiently create high-quality responses for every dispute.

Remember, real people are looking at this document. Small text or blurry images will hurt your chances of winning. Be thorough, but don’t send a novel. If you include screenshots of your terms or refund policy, highlight or circle the important sections. Keep your evidence clear, concise, and easy to understand.

Include all your evidence in the actual document you submit. Don’t link to external sites or ask the chargeback analyst to email you for more information. Often, these documents are printed out and analysts process hundreds at a time. They won’t be able to click on links or email you for extra details.

Reason codes tell you which evidence is most important. Do you get a lot of fraudulent chargebacks? Make sure you highlight AVS checks or customer activity logs. A lot of merchant error chargebacks? Provide proof of delivery and refund policies. Even if you lose the dispute, knowing the reason code could help you prevent future chargebacks.