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What is a Chargeback Transaction?
A chargeback transaction occurs when a cardholder disputes a charge on their card statement. This can happen for various reasons, including unauthorized transactions, dissatisfaction with the product or service, or failure to receive the purchased item.
What's the difference between a chargeback and a refund
Chargeback Transaction: Initiated by the cardholder through their bank or credit card issuer due to disputes like fraud, or unsuccessful resolution with the seller. It involves an investigation by the card issuer.
Refund: Initiated by the seller (Community Managers/admin) to return funds directly to the cardholder, typically due to customer dissatisfaction or other agreed-upon reasons, without involving a third-party investigation.
Gateway Fees for Chargebacks
When a chargeback occurs, the payment gateway typically imposes a fee on the seller. This fee is to cover the costs associated with processing the chargeback and investigating the dispute. The fee amount varies depending on the gateway provider.
Stripe: 15 USD
Ebanx: 10 USD
PayPal: Approximately $10 USD (based on the payment currency)
RazorPay:
How to Dispute a Chargeback
Whenever a chargeback occurs, our team will contact you via email immediately. If you believe the chargeback is unwarranted, you can dispute it within 30 days (please note that some transactions may not be eligible for chargeback on Ebanx, and we can review these on a case-by-case basis). Here’s how you can proceed:
1. Provide Supporting Documents: Respond to our email by submitting any documents that can help substantiate the legitimacy of the transaction. This could include proof of delivery, transaction receipts, communications with the buyer, etc.
2. Coordination with the Payment Gateway: We will assist you in gathering the necessary evidence to support your dispute and coordinate the communication between you and the payment gateway/bank to resolve the dispute collaboratively. Our team will oversee the dispute process with the payment gateway, ensuring you are kept informed at each stage.
❗Please be aware that in some cases, we may not be able to dispute a chargeback. The chargeback dispute is initiated by your member directly with their bank, and this is beyond our control.
Whenever a chargeback occurs, our team will contact you via email immediately. If you believe the chargeback is unwarranted, please dispute it as soon as possible.
What Happens Next?
If the Dispute is Successful: If the dispute is resolved in your favor, while the payment gateway will still charge a chargeback fee, we, as a friendly platform, will cover this fee for you as a gesture of congratulations.
If the Dispute Fails: If the dispute is unsuccessful, the deduction will remain, and we will check for any additional charges incurred by the payment gateway. If there are extra charges, we will make a negative adjustment to your wallet under the current month's earnings.
Additional Tips:
Ensure all your transaction records are accurate and up to date.
Keep communication logs with your buyers/members.
Respond promptly to chargeback notifications to increase the chances of a successful dispute.
Where can I see chargeback transactions?
You can view chargeback transactions by checking them in the transaction list and filtering them under the refunded list:
Once you filtered all refunded transactions, you will see both refunded and chargebacks on the list:
Frequently Asked Questions:
I do not want the transaction to be refunded to the member. What should I do?
I do not want the transaction to be refunded to the member. What should I do?
Refunding the transaction is something we do not have control over. Once a user raised a chargeback dispute with their bank, the amount will be on hold by the bank.
You can try to settle the issue directly with the member and communicate with them about the issue with their chargeback.
However, please note that not all chargebacks can be disputed by the community manager. The decision to submit a counter-dispute is at the discretion of the bank’s investigation. It’s important to act quickly and provide any relevant evidence to support your case if a counter dispute is permitted.
How does the chargeback process affect the transaction?
How does the chargeback process affect the transaction?
The transaction amount will be put on hold by the bank during the review process. If the bank's review is in favor of the cardholder/member, the transaction will be automatically refunded. The amount will only not be deducted from their earnings if we successfully win the chargeback case.
I missed the email notification about the dispute and I wasn't able to submit documentation. What can I do to still counter the dispute?
I missed the email notification about the dispute and I wasn't able to submit documentation. What can I do to still counter the dispute?
Unfortunately, if you were unable to respond to our email notification within the given deadline and weren't able to submit evidence to counter the dispute, we will proceed to accept it.
It is best to always check your inbox for any email notifications about disputes by your members. Once the dispute has been accepted, it can't be reversed anymore and the amount will be reverted back to the member.
Member wants to cancel the dispute. What should I do?
Member wants to cancel the dispute. What should I do?
Advise the member to contact his/her bank directly to cancel the dispute. Moreover, submit a screenshot of the member's message stating that he/she would like to withdraw the dispute case. We don't have the control to cancel the dispute case but we can proceed to counter it and submit the member's message to strengthen our claims.
I received an email saying I lost the dispute. Can I still submit an appeal to win the case?
I received an email saying I lost the dispute. Can I still submit an appeal to win the case?
Unfortunately, dispute's result can't be challenged anymore. Once you are notified that the bank has resolved the dispute and is in favor with the member, we can't submit another appeal to change the result. The bank's decision is final and irreversible.
I refunded the member outside Nas.io. Can I cancel the dispute?
I refunded the member outside Nas.io. Can I cancel the dispute?
If you have settled the member's request to get his/her money back but the dispute case is still active, kindly advise the member to cancel the dispute directly to his/her bank. We don't have the authority to contact the bank to cancel the dispute filed by the member.
Member filed a dispute because my community doesn't have new content/offers. What should I do?
Member filed a dispute because my community doesn't have new content/offers. What should I do?
Countering a dispute is solely the community manager's decision. If you wish not to counter anymore because the member's reason to dispute is acceptable and true, we'll proceed to accept it on your behalf.
If your community has no new product/offerings, or it is still the same as last month/last year, and you still wish to counter, we can proceed. Just make sure to provide the necessary documentations/evidence to counter the member's claim.
If you have any questions or need further assistance, please don't hesitate to contact our support team - hello@nas.io.