What are Chargebacks?
A chargeback is a transaction reversal meant to serve as a form of consumer protection from fraudulent activity committed by both merchants and individuals. It occurs when a cardholder disputes a transaction and the issuing bank forcibly initiates the return of the funds to the cardholder. Chargebacks arise for various reasons, including unauthorised use of the credit card, failure to deliver the goods or services, or dissatisfaction with the goods or services provided.
Step-by-Step Guide to Appeal a Chargeback
Step 1: Describe the Dispute
Your initial step involves providing detailed information about the dispute. This helps in gathering relevant evidence to counter the claim. You need to explain why you believe you should win this dispute by selecting the appropriate reason (e.g., the customer withdrew the dispute, the product was as advertised, etc.) and providing details about the product or service (whether it's a physical product, digital product, etc.).
Step 2: Collect and Submit Evidence
Based on your responses, you'll need to collect and submit evidence to the payment facilitator of the account owner. This evidence can include:
- Customer Communication: Any communication you had with the customer.
- Customer Signature: If applicable, the customer's signature confirming receipt or agreement.
- Shipping Documentation: Proof of shipping, delivery dates, and receipt by the customer.
- Receipts: Transaction receipts or invoices.
- Additional Evidence: Any other relevant documents supporting your case.
You'll also need to provide customer details such as email, name, and billing address, along with product or service details like the shipping address and tracking number if available.
If you have received a notification for a chargeback, fill out this form and we will forward your information to the issuing bank.
How to contact support
You can reach our support chat by clicking on the small blue box located in the bottom right corner of your screen.
Alternatively, you can email us at Support@airpos.co.uk