Chargebacks Process


  1. Cardholder files a chargeback. They contact the bank (issuer) and ask for a refund.
  2. If the cardholder has a valid claim, the funds will be removed from the merchant’s bank account and credited to the cardholders. Notification of the chargeback will be sent to the merchant’s bank (acquirer).
  3. If the acquirer has access to the compelling evidence needed to dispute the chargeback, the bank will act on the merchant’s behalf. Otherwise, the acquirer will pass the chargeback along to the merchant.
  4. If the chargeback is justified, the merchant is forced to accept the losses. However, if the business has sufficient evidence to prove the chargeback is invalid, the merchant can re-present the chargeback for the issuer’s review.
  5. If the merchant’s evidence successfully refutes the claim, the transaction will be charged to the cardholder’s account again. The funds that were removed from the merchant’s account will be deposited once again.


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