Responding to a chargeback

Written By Tom Wesolowski (Administrator)

Updated at February 20th, 2020

Responding to a chargeback in a timely manner and sending as much evidence as possible to the bank is critical, as it’s in the merchants hands to prove that the transaction was legitimate.

In this article you will learn how to respond to a chargeback.

Charges section

  1. Click on Charges to see a list of transactions. 
  2. Click on the Filters tab in the top right-hand corner, select Disputed filter and set the Dispute status as Chargeback - response needed. Then click on Done.

  3. Click on the dispute that you want to respond to. 
  4. Click on Respond to dispute button.



  5. Fill in the Respond to dispute form. 


The most important documents that should be included in the dispute form are the following: 

● The product description and the URL, as well as any links associated with that
product
● The customer’s name
● The customer’s purchase IP
● Signatures, for instance, to prove that the product was actually delivered and
received
● Billing addresses, receipts (scanned or print screens)
● For physical products : shipping address, the date of delivery, any shipping
documents, tracking number and the information about the carrier (such as FedEx or DHL)
● For offline services : The date of the service contracts or any other documents
● For digital products : a proof that the customer actually used your product, so these could be server logs, download history, etc.
● Communication that you’ve had with the customer — this could include emails, chats, audio recordings, etc.
● Any other relevant information that you deem necessary

   

Please be informed that the timeframe for uploading documents in the
SecurionPay dashboard is shortened to 10 or 14 days , due to acquiring banks
requirements. This is why we recommend to act promptly and send all the
evidence within 10 days.

 6. Click the Submit button

    After clicking on the Submit button, the form is sent to the acquirer.

Disputes section 

  1. Click on Disputes to see a list of disputes. 
  2. Click on the Filters tab in the top right-hand corner, select Status and set it to Chargeback - response needed. Then click on Done.
  3. Click on the dispute that you want to respond to. 
  4. Click on Respond to dispute button. 
  5. Fill in the Respond to dispute form. 
  6. Click the Submit button 

     After clicking the Submit button, the form is sent to the acquirer.  

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