TABLE OF CONTENTS
Chargeback Types
1st Chargeback
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 [email protected].
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.
2nd Chargeback
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.
Arbitration
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.
Please note that fees will apply for the arbitration process. For example, in the case of a MasterCard chargeback arbitration, merchants will be required to pay a filing fee of $150, an admin fee of $250, a withdrawal fee of $150, and $100 in technical fees. Due to the high costs associated with these fees, merchants can only benefit from disputing very high-cost chargebacks. Consequently, in most cases, the arbitration process results in a net loss for the merchant, even if they win.
Chargeback Statuses
In Progress
Solid has received the Chargeback, and the merchant must decide whether to accept or defend it.
Documents Sent
Solid has received the supporting documents and forwarded them to the card scheme, and it is no longer possible to change these documents.
Reversed
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.
Accepted
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.
Resolved
The dispute process is now resolved at the pre-dispute stage via the automatic refund by Rapid Dispute Resolution functionality. Resolved disputes will not count against the dispute ratio (RDR status).
Resolved reversal
The resolved chargeback has been cancelled (RDR status)
Please find more technical documentation on the subject here