Respond to chargeback disputes promptly to best protect your business
Payments Hub allows merchants to easily track and take action on chargebacks, by rebutting disputes.
What is a chargeback?
A dispute initiated by a customer and/or the issuing bank, claiming that the cardholder should not be debited for a specific transaction.
Why does dispute management matter?
Effective management helps your merchants reduce the negative impacts of chargebacks, including financial losses, operational disruption, increased fees, and potential restrictions on payment processing.
How to know when a customer has initiated a chargeback?
When a new chargeback is issued, you will receive an email alert from Payments Hub, and it will also be listed on the Disputes page, with a status of "Action Required." Merchants can click on the chargeback to view more details.
How to initiate a chargeback dispute process?
If you would like to dispute the chargeback, you can rebut it by providing critical documentation that can help resolve it.
Step 1: Navigate to the Disputes page in your Payments Hub portal
Step 2: Click “Action Required” to filter for your active disputes. Select the dispute you want to manage.
Step 3: Click “Rebut”
Step 4: You will be prompted to upload supporting documentation. You can continue to attach documentation that supports your rebuttal while the dispute is under review.
Step 5: Click “Submit”. You can now view the current status of any dispute "Under Review", the actions that can be taken, and the outcome of a closed dispute (whether won or lost).
How long does the chargeback dispute process take?
After a sale, your customer generally has 120 days to file a chargeback dispute for any transaction. Respond to disputes in a timely manner to best protect yourself.
Visa, Mastercard, and Discover disputes
All documents must be submitted within 14 days of the dispute date.
American Express disputes
All documents must be submitted within 10 days of the dispute date.
