How to respond to a chargeback

Wave works with you if you receive a chargeback. To respond to a chargeback, take these steps:

  1. Attempt to contact your customer as soon as possible. Try to resolve the issue directly with them.
    If you are successful, and your customer agrees to contact their bank to drop their dispute, their bank will send them a confirmation letter or email. In order to reverse the funds back to your bank account, Wave will require a copy of the confirmation.
    If you can't resolve the issue by speaking to your customer, proceed to Step 2.
  2. Fill out your Merchant Cover Letter, following the instructions in your Chargeback Notification email. Send Wave all relevant documentation. Wave will then submit a response to the customer’s bank on your behalf.
  3. Your customer’s bank has up to 60 days to review the submitted information and make a decision.
    If the bank rules in your favor, your customer’s bank will reimburse Wave for the chargeback. Wave will then deposit these funds, plus the $15 dispute fee, in your bank account.
    If the bank rules in your customer’s favor, Wave will notify you of the bank’s decision and reasoning.

Learn more about the chargeback process.