Chargeback meaning: how a card payment dispute works
A chargeback is the cardholder's formal request to their issuer to reverse an unauthorised or disputed payment. The funds are taken from the merchant while the acquirer asks for evidence. It is different from a voluntary refund issued by the seller.
The chargeback process
The cardholder contacts the issuer, which assigns a reason code and starts the dispute through Visa or Mastercard. The merchant receives a notice and usually has 7-20 calendar days to submit representment evidence such as 3D Secure, delivery tracking, AVS or customer correspondence.
Deadlines and merchant risk
Most Visa and Mastercard disputes can be raised within 120 days, while unauthorised payments may have longer statutory windows. Lost disputes include the transaction, a dispute fee and a higher chargeback ratio. Clear billing descriptors and prompt support help prevent friendly fraud.
Perguntas frequentes
How long does a chargeback take?
The complete process commonly takes 30-90 days. The merchant response window is often 7-20 days.
What does chargeback mean in plain English?
It means a payment is reversed through the card network after the cardholder disputes it with their bank.
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