Online commerce has made it easier for businesses to reach wider markets with lower overheads than ever before. Disputes are a part of the risk of running a small business and having an online store. Here is what that process looks like::
- The cardholder/customer directly contacts their card issuing bank to dispute a charge.
- The cardholder's bank sends a chargeback request to the credit card company, taking the disputed amount and a $15 fee from the merchant's connected bank account.
- The cardholder’s issuing bank asks for evidence that the charge was legitimate.
- The merchant will receive a confidential email from the Payments Team via the email on file with the Merchant account as well as a push notification.
- Gather all the evidence to prove the charge was valid. Check out this article to ensure the evidence is strong enough to win a dispute.
- The evidence is submitted through the app, and the response will be forwarded to the cardholder's bank. Use this article as a guide on how to submit the evidence.
- The cardholder's bank reviews the evidence. The review can take up to 90 days after the response is submitted.
- The credit card company resolves the chargeback.
If you win the chargeback, the cardholder's bank will return the disputed amount to you, and the $15 dispute fee will be refunded back to you. If a dispute is not resolved in your favor, the fees will remain away from your account.