Handling Disputes or Chargebacks

From time to time, most businesses will deal with a dispute, or chargeback. We’ve put together these FAQs to help you learn how to easily manage disputes so you can get back to business.

Frequently Asked Questions about Chargebacks

A chargeback happens when a customer disputes a transaction, product or service. If a customer believes the transaction was invalid, did not receive the good or service, or did not meet the agreed upon Terms and Conditions, they have the right to dispute the transaction.

First, you'll receive notification of a dispute by email, fax or standard postal delivery, depending on notification preferences you have set for your account.

Once the dispute has been initiated, you’ll have 15 days to respond to the chargeback in Business Track or by fax and begin the reversal process.

  1. Sign on to Business Track.
  2. To find specific information about the chargebacks, go to “Applications,” select “Dispute Manager,” and then “Cases.”
  3. Under “Actions,” choose the action you’d like to take, the documentation you‘ll provide, if any, and then select “Continue Action.”
  4. Upload the relevant documentation, if applicable, and select “Submit Action” to finish and receive a confirmation message.

Once your response is submitted, it will be reviewed and resolved by the Chargeback Response Center Team. You’ll be able to track the progress of your case in Dispute Manager in Business Track. If you have any questions, you can call our chargeback team at 1-800-281-6305.

For any business that processes transactions, chargebacks are almost inevitable. However, there are steps you can take to try to prevent them. Here are some quick tips:

  • Whenever possible, process payments electronically with a chip reader
  • Address customer service issues promptly
  • Use clear payment descriptors to reduce customer confusion
  • Verify purchase agreements and return/refund policies are well-defined and reviewed by the customer
  • Ensure transactions are properly authorized
  • Double check all sales totals to prevent clerical errors
  • Follow best practices, including requiring the Card Verification Value (CVV) code anytime you cannot verify a credit card in person