TABLE OF CONTENTS


Chargeback Types


1st Chargeback

The customer doubts a transaction with their card issuer by creating a chargeback. At this point, you can challenge the Chargeback request, but you must have evidence that the transaction is valid, not fraudulent, the user is verified, you provided the service. You should send documents with compelling evidence to support@solidgate.com if you do not provide proof until the chargeback deadline.   


Kindly note: For each chargeback processing, the respective fee applicable. Regarding the fee, please kindly refer this issue to your account manager. You have to monitor and respond to these disputes as quickly as possible.



2nd Chargeback

    The Card issuer declines your defence to the cardholder inquire, based on the evidence provided.

In this stage, you have two options:

  1. Accept Chargeback request.
  2. Challenge Chargeback request 2nd time — enter pre-arbitration.

 If the merchant or the cardholder disputes the transaction a second time based on new evidence, the issuing bank can pursue that as a second chargeback. At this point, the process enters pre-arbitration, or pre-arb, as the second round of disputes. 


Arbitration 

    By this stage, the parties involved—the bank, cardholder, or the merchant—can not resolve a dispute on their own, so a representative of the card scheme/network is asked to intervene and make a judgement (VISA, MasterCard, Discover, etc.).

    

Kindly note:  the fee will be in place. For instance - with an arbitration on a MasterCard chargeback, merchants would need to pay a $150 filing fee, $250 admin fee, $150 withdrawal fee, and $100 in technical fees. Because of these high costs, merchants can only benefit from very high-cost chargebacks. Therefore, in most cases, arbitration means a net loss for the merchant, even in cases they win.



Chargeback Statuses


In Progress

    Solid received the Chargeback. The merchant should decide where to accept or to defend this Chargeback.


Documents Sent

    Solid received the supporting documents and forwarded them to the scheme. It is no longer possible to change these documents.


Reversed

    We transferred the disputed amount to the merchant's account. The issuer is still reviewing the defence. If they accept, this is the final status.


Accepted

    We transferred the disputed amount to the requester's account. If you accept the dispute or fail to send your defence documents, this is the final status.


Resolved

    The dispute process are now resolved at the pre-dispute stage. Resolved disputes will not count against the dispute ratio. 


Resolved reversal

    Resolved chargeback is cancelled. 



Please find more technical documentation on the subject here