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You should tailor the evidence you select to the specifics of the cardholder’s claim, based on the accompanying reason code.

Photographs of the cardholder with the product.

Transcripts of any communications you have with the buyer.

Common examples of compelling evidence include: This evidence is essential if you want the issuer to reconsider the initial chargeback processing. The foundation of your case is compelling evidence.

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The documents you need will vary based on the reason code attached to the chargeback. The stronger the evidence, the better the odds that the bank will reverse the chargeback. Banks need strong evidence to create a reasonable doubt about the consumer’s case, though. What Documentation Do I Need to Fight a Chargeback?Īs mentioned above, you can fight chargebacks through representment.

In practical terms, this often leaves little more than 10 days for you to investigate the claim, gather evidence, draft a response, and submit your documentation. In other words, 30 days from the day the issuer submitted the chargeback not from the day you received it. You must respond within 30 days of the central site business date (CSBD). If you choose to fight the chargeback, there will be a tight deadline for your response. If you feel the claim is invalid, you could fight back through representment. Once you receive the chargeback documentation, you can decide if you want to accept the dispute.

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Click below and learn how to reduce your costs and recover revenue today. Unless you closely follow the numbers in your merchant account, you may receive the letter before you notice the funds are missing. Note, however, that the acquirer often mails this package on the same day they debit your account. This letter offers instructions on how to respond to the chargeback. Generally, though, the acquirer will debit the funds from your account and forward you the chargeback documentation.Ī Chargeback Debit Advice Letter usually accompanies the case information. In rare cases, the acquirer might write-off the transaction. Chargeback Processing Cycles & Time Frames: Acquirer & MerchantĪfter the issuer forwards the chargeback to your acquiring bank, the acquirer will review the case and determine what to do next. If the claim seems valid, the issuer files a chargeback and forwards it to the acquirer. When a cardholder disputes a chargeback, the issuer starts by investigating the cardholder’s claim.

For most Mastercard and Visa transactions, though, the cardholder has 120 days from the date of purchase in which to dispute a charge. The brand of the credit or debit card can be a factor, too. The time frame in which cardholders can file chargebacks varies based on the cardholder’s claim.

An issuer may also submit a bank chargeback if they detect an internal problem with the transaction, such an authorization error. The chargeback life cycle generally begins when the cardholder files a complaint about a transaction. To understand chargeback processing, it helps to know a little about how the process works. Chargeback Processing Cycles & Time Frames: Cardholder & Issuer Finally, we'll explore how you can streamline some of your operations to reduce costs and recover revenue.

We’ll offer a little insight on how banks handle chargebacks. In this post, we’ll give you a quick rundown of what you need to know about chargeback processing from a merchant standpoint. As a merchant, how do you stay up-to-date on industry standards and time frames? What about the fees and all the necessary documents to process a dispute? Not to worry: we’ve got the answers. Chargeback Processing Time Frames, Fees & Documents: The Merchant’s GuideĬhargeback processing is a complex topic.

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