Review a chargeback
Once a chargeback has been initiated by your customer, you can review the details and where you are in the dispute process at any time. Learn more about the chargeback process.
You cannot issue a refund for a payment where the cardholder has initiated a chargeback.
To review a chargeback:
- Log in at waveapps.com.
- On the left-side menu, click Sales & Payments > Payments.
- Click the payment with the status Chargeback.
In the pop-up window, you can view the amount credited from your bank account, the original payment method, and the chargeback status. Beneath the status is how many days you have left to respond to the chargeback.
If you miss the deadline to respond to the chargeback, it will automatically be accepted.
To view the affected invoice, click View invoice.
Respond to a chargeback
If more than one chargeback has been initiated on the same invoice, you will have the option to respond differently to each one. There are 3 ways to respond to a chargeback:
Accept the chargeback
Accepting a chargeback means that you agree the charge to your customer was not intentional. This does not affect your credit score or reflect on documents outside of Wave.
To accept the chargeback, no further action is required. Your customer will keep their payment, and the bank will keep the $7 fee.
Have the customer drop their chargeback
If your customer drops their chargeback, you must notify Wave. Learn What to do if your customer wants to drop a chargeback.
Dispute the chargeback
To dispute the chargeback, you must prove that the reason the customer initiated the chargeback is not true. Learn more in Understand the chargeback process.
To dispute the chargeback:
- Open the affected transaction on the Payments page.
- In the pop-up window, click Appeal chargeback.
- If there are multiple chargebacks, select the checkbox for the ones you want to dispute, then click Appeal.
- Review the required information and upload your documents.