A chargeback occurs when a cardholder disputes a transaction through their bank or card issuer. Understanding the timeline and documentation requirements can help you respond effectively and protect your business.
What is a Chargeback?
A chargeback is a forced refund initiated by a cardholder’s bank, usually due to:
- Unauthorized transactions
- Product/service not received
- Goods not as described
- Billing errors
- Duplicate charges
The issuing bank temporarily pulls the funds from your account and investigates the claim.
Chargeback Timeline Overview
| Phase | Description | Timeframe |
Dispute Initiated
| Cardholder files a claim with their bank | 0–60 days from transaction date (varies by card network) |
Notification Sent
| You are notified via dashboard/email | Within 24 hours of bank submission |
Response Deadline
| You submit evidence to contest the chargeback | Typically within 7–10 calendar days |
Bank Review
| Issuer reviews evidence and makes a decision | Up to 45 days (can vary by network) |
| Outcome Issued | Case is either Won or Lost | Final decision communicated |
What You Need to Submit
When contesting a chargeback, provide compelling evidence, such as:
For physical goods:
- Proof of delivery (tracking number, signature confirmation)
- Product description from your site
- Customer communication records
For digital goods/services:
- Proof of access/use (IP logs, downloads, logins)
- Service terms accepted by the customer
- Screenshots of completed services or timestamps
General documents:
- Invoice or receipt
- Signed agreement or terms of service
- Customer email confirming satisfaction or no refund request
Key Requirements
- Respond before the deadline shown in your dashboard
- Submit all documents in PDF or image formats
- Organize documents clearly, with a short summary if possible
- Refrain from emotional or unprofessional language
Best Practices to Prevent Chargebacks
- Use clear billing descriptors
- Provide receipts and tracking numbers immediately
- Respond quickly to refund or support requests
- Keep detailed records of all transactions and communications
If You Lose the Case
- Funds will not be returned
- Additional chargeback fees may apply (typically $15–$25 per case)
- Excessive chargebacks can lead to account reviews or restrictions
If You Win the Case
- Funds will be returned to your account
- The chargeback fee may or may not be refunded, depending on issuer policies
Need Help with a Specific Case?
If you're unsure what evidence to submit or your deadline is approaching, contact our chargeback support team for assistance.
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