Chargebacks - Defending Disputes

Defend disputes where you have evidence that the transaction is valid, or the transaction amount is high. If you defend the chargeback, the dispute will move through the entire cycle which will be a lengthy, and possibly costly, process.

A chargeback fee is charged for every booked chargeback.  Therefore we strongly advise you to only defend a chargeback when you have sufficient compelling evidence.

You are allowed to submit defense documents at the following stages:

• Request for Information stage.

• The 1st chargeback stage.

For the defense material to qualify, you must submit it within the given time frame and it should meet the requirements of the reason code.  

You will generally defend a dispute when:

• You have enough compelling evidence based on the chargeback reason code.

• The transaction amount is high.

Submit your documents in a  PDF, JPG, or TIFF file. 

Your rebuttal is reviewed by an employee of the bank (and by the card scheme later in the dispute process). You must include valid arguments to prove that you have delivered the service.

For additional information related to a chargeback, please contact your Support Team.