A chargeback is a process in which a cardholder's bank reverses a card payment and takes the funds back from the merchant after the customer disputes the charge.
Why it matters
Chargebacks cost the merchant the sale, often a dispute fee and staff time. Too many can lead to higher fees or loss of the ability to take cards. Clear descriptors, good records and prompt support reduce them. The process has stages: the customer disputes, the bank issues a temporary reversal, the merchant may respond, and the card network or issuer makes a final decision.
Example
A customer sees an unfamiliar 49 USD charge and tells the bank. The bank reverses it and the merchant is notified. The merchant has a limited time to send evidence such as order details, delivery proof and customer messages to contest it.
Common mistakes
- Treating a chargeback like a refund; the merchant also pays fees and it counts toward dispute ratios.
- Using a billing name customers do not recognize on statements.
- Ignoring the deadline to respond with evidence.
Related
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