From time to time, most businesses will deal with a dispute or chargeback. Here, you can learn more about what chargebacks are, how to manage them easily online, and best practices to help your business avoid them.
Understanding Chargebacks
A chargeback happens when a customer disputes a transaction, product or service. If a customer believes that the transaction was invalid, that they did not receive the good or service, or that what was provided did not meet agreed upon Terms and Conditions, they have the right to dispute the transaction.
Managing Chargebacks
Easily manage chargebacks from start to finish.
1. Receive Notification
You'll receive notification of chargebacks by email, fax, or standard postal delivery, depending on how you set your account preferences in Commerce Control Center®. (To set your account preferences, go to Apps, then Dispute Management.)
2. Respond
You have 15 days from the date the dispute was initiated to respond in Commerce Control Center or by fax and begin the reversal process.
3. Review and Resolution
The Chargeback Response Center Team will take it from here. You can track the progress of your case in Commerce Control Center under Dispute Manager.
View Transcript
Accepting payments is the lifeline of your business.
You process a lot of transactions with many customers.
Customer disputes are inevitable for every business.
When a customer disputes a transaction, we call that a chargeback.
When you are notified of a customer chargeback, you will have 15 days to respond.
In Commerce Control Center®, respond to your chargebacks by going to “Apps” and selecting “Dispute Management.”
From there, follow the prompts on the screen according to your needs.
After you’ve completed the steps, your response will be quickly reviewed by the Chargeback Response Center Team.
Track your case progress In Dispute Manager via Commerce Control Center ®.
The possible outcomes:
- Win
Redeposit of the sale in 5-7 business days
(typically these occur in 24-48 hours, but err on the side of caution)
- Lose
Funds from the sale are not returned to you
Have questions about chargebacks?
Contact the Chargeback Response Center team.
KeyBank
Let’s keep your payments secure and your business running smoothly.
©2025 KeyCorp. All rights reserved.
Chargebacks: A cost of business you can manage and minimize.
Download this flyer to share with your employees.
