A chargeback is a consumer protection mechanism that allows you to dispute a card transaction and request a refund directly from your card issuer. It’s often used when you encounter issues with a purchase, such as fraud or receiving faulty goods. Chargebacks are typically linked to credit and debit card transactions and must be initiated within 120 days from the transaction date or from the agreed delivery date of goods that never arrived.
Common Reasons for Requesting a Chargeback:
- Fraudulent Transactions: If you notice unauthorized charges on your account.
- Non-Delivery of Goods/Services: If you paid for something but never received it.
- Damaged or Defective Products: If the items you received are faulty or not as described.
- Billing Errors: If you were charged multiple times for the same transaction or encountered other billing issues.
- Subscription Issues: If you canceled a subscription but were still charged, or were fraudulently signed up for a subscription.
The Chargeback Process:
- Try to Resolve with the Merchant First: Always contact the merchant directly to attempt to resolve the issue. Chargebacks should be used as a last resort.
- Contact Your Card Issuer: If the merchant doesn’t resolve the issue, contact your card issuer. You’ll need to provide transaction details, such as the date, amount, and reason for the chargeback.
- Investigation: We will investigate your claim. Additional evidence may be required to support your case.
- Merchant Response: The merchant will be given an opportunity to respond. If they can prove the transaction was legitimate, we may ask for further documents to support your claim.
- Resolution: Both sides will be reviewed, and a decision will be made. If successful, a refund will be issued. Unauthorized or fraudulent claims will typically be refunded within 1 business day.
How to Request a Chargeback
If you’ve encountered an issue with a purchase or have been a victim of fraud, follow these steps to request a chargeback:
Step 1: Contact the Merchant
Before requesting a chargeback, try to resolve the issue directly with the merchant. Provide them with all relevant information, such as the order number, purchase date, and a brief description of the problem.
Step 2: Gather Necessary Documentation
Prepare all supporting documents to strengthen your chargeback case:
- Proof of Purchase: Keep copies of receipts or order confirmations.
- Communication Records: Save any emails or chats with the merchant.
- Product Descriptions: Collect product details or advertisements if the dispute involves product quality.
- Delivery Confirmation: If relevant, provide proof of whether the product was received or not.
- Fraud Details: If the issue involves fraud, provide as much information as possible, such as how the fraud occurred or any suspicious activity related to the transaction.
Step 3: Contact Us
If the merchant doesn’t resolve the issue or if you suspect fraud, reach out to us. Have the following details ready:
- Transaction details (amount, date, merchant’s name)
- Explanation of the issue and any steps you’ve taken to resolve it with the merchant
Step 4: Submit the Chargeback Request
We will guide you through the chargeback process. You’ll need to fill out a form with accurate information and include all relevant documentation to support your claim.
Fill in the form here:
CHARGEBACK FORM
Step 5: Cooperate During the Investigation
Once your chargeback request is submitted, we will investigate. We may contact the merchant for their side of the story and might ask for more information or documents from you.
Step 6: Await the Decision
You will be notified of the investigation's outcome. If your claim is valid, you’ll receive a refund for the disputed amount. If the chargeback is denied, we will inform you of the reason.