If you ever found yourself purchasing a product you haven’t received or came up defective, you’re probably familiar with the chargeback or the chargeback procedure. It works equally well in case you’ve received an incomplete or inadequate service.
However, not a lot of people know how chargeback procedure works in detail. There are many IFs and HOWs here, depending on the card provider, merchant, issuing bank, etc.
This detailed chargeback procedure guide will highlight the main things you need to know.
There are several reasons for the institution of chargebacks as an option. Since online transactions can be risky and providers can be unreliable, a chargeback is allowed in the case of:
Sometimes, mistakes happen, and it’s important to have a tool to correct them. If a merchant doesn’t notice the issue or is unwilling to resolve it with the customer, they can file for a chargeback.
Of course, there are always possibilities of fraudulent merchants selling defective products or services that they don’t actually provide. This is where online trading brokers fit in. They promise exceptional service, regulated conditions, and high gains. In fact, they deliver nothing.
Finally, there are cybercriminals hacking customers’ payment information and stealing funds. Chargeback is a way to protect consumers from those as well.
There are several steps to take to finalize the chargeback procedure. Depending on the circumstances, the bank will add the corresponding code and take the process further.
You can start the chargeback procedure in one of the following situations:
Let’s go step by step.
The first step is contacting your bank and filing a dispute. Clients need to explain precisely what happened and provide all the information and evidence. This is especially when claiming a fraudulent or unauthorized transaction.
Once you submit the dispute, your bank will evaluate the case. They’ll check all the information and evidence and determine whether your dispute is justified. If so, they’ll assign it a reason code. This code should identify why you’ve filed for a chargeback.
In some cases, if the bank finds your dispute legitimate, they’ll credit your account with the amount. You’ll see it as a provisional amount while waiting for the finalization of the procedure.
On the other hand, if they find the case unwarranted, they will void the dispute. Note that you may face the consequences of filing a false chargeback dispute.
If the dispute is justified and has a code assigned, it will go to an acquiring bank. It’s a bank of your merchant that will overview the case and run their own investigation.
The acquiring bank will allow the merchant to accept the dispute immediately. In this case, the bank will return the funds. If they believe that the claim is not legitimate, they have an option to disprove it.
Once the other side provides its evidence, the issuing bank will review the case once again. They’ll make a final decision about the claim.
If the claim is unjustified, they will remove the credited funds. If the dispute is successful for the cardholder, credited funds will be permanently granted.
Sometimes, when a dispute resolution by the cardholder and merchant is impossible, both parties have the right to escalate it. An independent arbiter will make the decision. For Mastercard transactions, this procedure is arbitration, while for Visa, it’s pre-arbitration.
Usually, cardholders have 60-120 days to initiate a chargeback. It mainly depends on the card issuer and issuing bank rules. Sometimes, this deadline can extend to 540 days. For example, in case of natural disasters, health emergencies, the nature of the disputed service, etc.
Typically, cardholders have up to 120 days since the transaction occurred to claim a chargeback.
If you’ve filed a chargeback for a Visa or Discover card, the merchant has 30 days to respond in each phase of the procedure. For Mastercard merchants, the deadline to respond is 45 days.
Mastercard cardholders must file a dispute within 120 days, with exceptions. Sometimes, this period can be shortened to 45 days for specific types of Mastercard or extended up to 1 year.
Merchants have 45 days to respond, except when they need to provide additional information. In such cases, they must do it within 18 days.
Mastercard allows its customers a second presentment before making a final decision.
After that, merchants have 30 days to respond to each phase. However, if the case is in arbitration, they must provide their answer within 10 days.
Visa cardholders don’t have the right to a second attempt. Instead, they’re going to pre-arbitration after the first dispute declines.
Amex allows cardholders up to 120 days to file a dispute. Customers are limited to two disputes per transaction.
After filing, the merchant has 20 days to provide their answer. Mostly, Amex goes directly to approving the dispute without too much contact with the merchant. This is since the card network and the merchant is the same.
Each chargeback request is associated with certain fees. These fees should cover bank costs for processing the dispute and taking other necessary actions. The amount depends on the payment processor and your chargeback history. Typically, these charges vary between $15 and $100 per dispute.
However, if the dispute is in the arbitration procedure, it can be quite pricey. Arbitration fees range from $100 to $250 per action. The losing party is responsible for paying all the costs if the request is not withdrawn.
If an online trading brokerage has scammed you, the best way to recover your funds is to file a dispute for a chargeback. As you had a chance to learn, numerous rules and costs are associated with the process.
A chargeback is a way for your bank to recover funds directly from the merchant. After filing a dispute, the bank will evaluate the case and decide on recovering the money.
To file a dispute, you need to contact your bank or the card issuer and explain the situation. The dispute can be filed in several cases: fraudulent transactions, incorrect amounts, undelivered products/services, etc.
The cost of the chargeback procedure will depend on several factors. The regular dispute will usually be charged $15-100, while in an arbitration case, costs can go up to $250 per action.
A chargeback is a way for your bank to recover funds directly from the merchant. After filing a dispute, the bank will evaluate the case and decide on recovering the money.
To file a dispute, you need to contact your bank or the card issuer and explain the situation. The dispute can be filed in several cases: fraudulent transactions, incorrect amounts, undelivered products/services, etc.
The cost of the chargeback procedure will depend on several factors. The regular dispute will usually be charged $15-100, while in an arbitration case, costs can go up to $250 per action.
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