When a chargeback is initiated by your customer, you will receive an email titled “[Action Required] - You have a disputed charge” to outline the details of the chargeback. This notification is sent to the email you provided when you set up online payments.
A customer dropped their chargeback
Accept a chargeback
If you choose not to dispute a chargeback, respond to the email received to accept the chargeback. Wave informs your customer's bank and the dispute process is over. No further action is required.
Your customer will keep their payment, and the bank will keep the $15 fee.
You cannot issue a refund for a payment where the cardholder has initiated a chargeback. The funds will return to the cardholder's bank when a chargeback is initiated preventing a refund from being actioned.
A customer dropped their chargeback
If your customer drops their chargeback you have to notify Wave. Learn What to do if your customer drops a chargeback.
Dispute a chargeback
To dispute the chargeback, you need to prove that the reason the customer has initiated the chargeback is not true and provide documents to support your explanation. Learn more in Submit your chargeback documents.