Your chargeback notification email contains the reason that your customer provided to their bank for the chargeback. To successfully dispute the claim, you must provide documents that prove the reason for the chargeback is false.
Common chargeback reason codes, and documents to help dispute them, include:
Cancelled payment, merchandise, or service
This means the cardholder claims they no longer wanted to participate in or receive an ongoing service or merchandise, but were still charged for them.
Your documents must demonstrate that the cardholder did not cancel their product or service before it was provided to them, and that the customer was aware of, and agreed to, your cancellation policy and procedures.
If a payment was cancelled, your documents must demonstrate that the cancellation policy was violated, or the cardholder continued to benefit from or use the product or service after cancellation.
Credit not processed
This is used when the cardholder claims they were promised a refund or credit, and it was not provided to them.
Your documents must demonstrate that a refund has been issued to the cardholder or that they are not entitled to a refund.
To help track funds, if you receive a payment through Wave, issue any refunds for that payment through Wave. To help prevent refunds from being disputed, issue refunds to the original method of tender. Learn how to Refund a customer payment.
Defective/Not as described
This is used when the cardholder received a product or service that differed from the purchase agreement, including quality discrepancies.
Your documents must demonstrate that the cardholder paid for and received exactly what they expected.
Duplicate payment
This is used when the cardholder claims that they have been charged twice for the same service or product.
Your documents must demonstrate that the cardholder was charged the correct amount and that they were aware of the charge. Include the invoice or receipt of the payment that is claimed to be a duplicate, and explain why each payment is valid.
Fraud/No cardholder authorization
This is used when the cardholder does not recognize the charge or if their card has been compromised.
Your documents must demonstrate that the cardholder authorized the transaction and was aware of the charge. You may include proof of prior transactions with your business to support claims of this type.
Incorrect amount/Point of interaction error
This is used when a cardholder claims that an incorrect amount was charged to them.
TYour documents must demonstrate that the cardholder knew how much they would be charged and approved that amount. Provide proof that the amount charged was correct.
Merchandise/Services not received
This is used when the cardholder paid for a product or service and did not receive it.
Your documents must demonstrate that the cardholder is now in possession of the product or has received the service.