How chargebacks work

In short, chargebacks occur when a customer or their bank disputes a card transaction and seeks to recoup the money.

Chargebacks can be relatively complicated processes. So we’ve put together a step by step guide to the chargeback process and guidelines on how to contest different types of chargeback.

Chargebacks include a deadline for response imposed by the payment provider if you wish to dispute the claim so it’s vital to respond to any email we send you within the requested time frame.

Avoid chargeback fees

Payment providers charge a non-refundable £10 fee for chargebacks. Take precautions to process remote payments securely to avoid chargebacks.

Retrieval requests

Retrieval requests are basic requests for more information about a transaction.

We’ll notify you of any retrieval requests related to your profile. Simply check the requirements for retrieval requests and send the information to us and we’ll pass it on to the cardholder’s bank.

If practical, it’s advisable to contact your customer directly to resolve the issue before a potential chargeback is initiated.

Fraud reports

Fraud reports, also known as fraud notifications, are when a bank notifies us that a customer’s card has been reported as lost, stolen, counterfeited, or fraudulently used. No money will be requested at this point, but the chances of a chargeback are very high.

We’ll notify you of the fraud notification. If the option is available to you, contacting the customer to resolve the issue without the need for a chargeback would be beneficial.

How retrieval requests and fraud reports work

A flow chart showing the process of fraud reports and retrieval requests: 1. The cardholder queries a transaction. 2. The cardholder's bank request more information about the transaction from the merchant. 3. The merchant provides more information on the transaction. 4. If no information is provided or if the information is unsatisfactory, a chargeback may follow.