Chargebacks and Returns Overview

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Card Chargeback Disputes and ACH Returns can be found in the Business Portal under "Disputes and Returns"

When a chargeback is initiated, the status will show as "Open" - This means a new chargeback was initiated from the customer's bank and that the funds will be automatically debited from your bank and returned to the customer's bank. Please note that some payment methods require the funds be debited immediately, while others will only debit if the customer wins the dispute.

Chargebacks can be challenged directly from the Business Portal. Simply select the payment from the Disputes and Returns page and choose "Challenge Dispute".  If available the Payment Authorization will be linked below so it may be added to the dispute form.  Bank Account Reversals will show the reversal reason with no action.

Example Payment Authorization

Example Challenge Details Form

The dispute form and any attachments are used to challenge, or accept, the dispute and is ultimately sent to the customer's issuing bank.  For tips see Guide to Challenging a Dispute and Simple Guide to Challenging (and Winning) Chargeback Disputes

Accepting a dispute

To accept a dispute wait 30 days for it to automatically complete in customer's favor.  You may also immediately complete the challenge form and upload a document and explanation stating that you want to accept the dispute in the customer's favor.

More info on challenging disputes

Click Here for Full Documentation - Chargebacks and Returns

• Guide to Challenging a Dispute
• Simple Guide to Challenging (and Winning) Chargeback Disputes

After the bank completes their investigation, the chargeback status will be set to "Closed" at which point the funds will either be returned back to the client (after winning a challenge or customer cancelling dispute), or funds will remain with customer. 

Chargeback Status Explained

Chargeback Status Message	Days open	Description
Open	< 29 days	Client has not taken action to dispute the chargeback
Open	>= 30 days	Client did not take action to dispute the chargeback/client lost
Open- Documentation received	< 70 days	Client has uploaded documentation to dispute the chargeback; the status of the case is pending
Open- Documentation received	>= 71 days	Client lost
Open- Merchant credited		Recalled by issuer/client won
Open-Merchant credited	< 70 days	Provisional Credit
Open-Merchant credited	>= 120 days	Client won
Closed-Merchant credited		Recalled by issuer/Client won
Adjustment-Merchant paid		Client won
Closed-Merchant debited		Client lost
Closed-2nd chargeback- merchant debited		Client lost

Click Here for Full Documentation - Chargebacks and Returns

Internal reference https://docs.google.com/presentation/d/1rk_m81_v699c3kKdSFDAenQiGUB2f-exQfR7bFMtkTw/edit#slide=id.g123fb94272a_0_3