TABLE OF CONTENTS
- Chargeback Types
- Chargeback Statuses
If a customer disputes a transaction with their card issuer, a chargeback is created. At this point, you have the opportunity to challenge the chargeback request by providing evidence that the transaction is valid, not fraudulent, and that the user is verified, and you provided the service. If you cannot provide proof before the chargeback deadline, you should send compelling evidence to firstname.lastname@example.org.
Please note that a respective fee is applicable for each chargeback processing, and you should contact your account manager for information regarding the fee. It is essential to monitor and respond to these disputes as quickly as possible.
If the card issuer declines your defence to the cardholder's inquiry based on the evidence provided, you have two options:
- Accept the chargeback request.
- Challenge the chargeback request a second time and enter pre-arbitration.
If the merchant or cardholder disputes the transaction a second time based on new evidence, the issuing bank can pursue this as a second chargeback. At this point, the process enters pre-arbitration, also known as pre-arbitration, as the second round of disputes.
By this stage, the parties involved—the bank, cardholder, or merchant—are unable to resolve the dispute on their own, and a representative of the card scheme/network, such as VISA, MasterCard, Discover, etc., is asked to intervene and make a judgment.
Solid has received the Chargeback, and the merchant must decide whether to accept or defend it.
Solid has received the supporting documents and forwarded them to the card scheme, and it is no longer possible to change these documents.
The Chargeback has been successfully challenged, and the disputed amount has been transferred to the merchant's account. The card issuer is still reviewing the defence. If the card issuer accepts the defence, this is the final status, and the merchant wins.
If the merchant accepts the dispute or fails or chooses not to send their defence documents, this is the final status. The disputed amount is transferred to the requester's account.
The dispute process is now resolved at the pre-dispute stage via the automatic refund by Proactive Dispute Resolution functionality. Resolved disputes will not count against the dispute ratio (RDR status).
Please find more technical documentation on the subject here