What should I do when I receive a Retrieval Request?
A Retrieval Request is initiated by the issuer to gather transaction details. It typically doesn’t include PDFs or additional details. Respond by providing relevant transaction information. There is no specific due date for retrieval requests.
What does "Dispute Initiated" mean?
This status indicates the cardholder has disputed a transaction, and the issuer has raised a chargeback. You must respond with evidence to defend the case. If you win, the credit will be reflected on your statement.
How can I defend a chargeback?
Provide:
Invoices, contracts, or sales slips.
Proof of delivery (preferably signed).
Correspondence with the cardholder.
A signed agreement or Terms and Conditions.
A letter explaining the transaction, plus a copy of the guest's ID.
What happens if I miss the due date to submit documents?
If the due date has passed, documents cannot be submitted, and the dispute may be lost. Respond promptly to avoid this.
How Do I Handle a Request for Information (RFI) and What Does It Mean?
A Request for Information (RFI) is a preliminary inquiry initiated by the cardholder's bank to gather more details about a transaction. It's important to note that an RFI does not mean the payment has been reversed or that it's the same as a chargeback. It provides an opportunity to offer evidence supporting the legitimacy of the transaction before any formal dispute or chargeback process begins.
Check Your Transaction Records:
Review records linked to the transaction in question, including appointment or sales records.
Cross-check transaction details to locate matching records.
Review System Logs and Notes:
Examine authorization logs, system notes, or related communication during the transaction timeframe.
Collect Supporting Documentation:
Gather receipts, correspondence, or other evidence confirming the transaction's validity and save them in a universal file format like PDF.
Submit Documentation:
Upload relevant files via the Valpay Dispute Management Portal or reply to the notification email with attachments for Valpay to process on your behalf.
Address Unknown Transactions:
Include details in your response if you cannot identify the transaction or suspect unauthorized activity.### Additional Notes Handling RFIs promptly and accurately can often help avoid escalation to chargebacks. Ensure your record-keeping is organized to simplify the response process when such requests occur.## What Happens After You Respond to an RFI? If you have submitted the requested information, there is no further action required on your end unless otherwise informed by the bank or Valpay. Keep track of any follow-up communications regarding the transaction.
What is Pre-Arbitration, and how does it work?
Pre-Arbitration occurs when a cardholder disputes a resolved chargeback. You can:
Accept it, returning the disputed amount.
Defend it with new or additional evidence. If escalated to arbitration, the card network makes the final decision, and additional fees may apply (e.g., $450 for Visa arbitration).
Should I fight a Pre-Arbitration?
If you have strong evidence, defend the case. If evidence is weak or the amount doesn’t justify arbitration costs, accepting the pre-arb may be better.
Do I need to issue a refund during a chargeback or pre-arbitration?
No. Accepting a chargeback means funds are automatically returned. Issuing a separate refund after a chargeback could result in losing the amount twice.
Why are fees charged during chargebacks?
Fees include:
Card network fees (Visa, Mastercard, Discover).
Valpay’s fee for handling disputes. These are industry-standard and vary based on the network and dispute stage.
What does "Pre-Arbitration Reversal Request" mean?
This happens when the issuer reopens a resolved case due to new information or insufficient evidence. You can:
Accept the reversal.
Challenge it, potentially escalating to arbitration.
How can I avoid fraud-related chargebacks?
Verify customer details (ID, address, phone number).
Use pre-authorization holds on payment cards.
Retain signed agreements and proof of service/delivery.
Implement fraud detection tools.
What is Filed Arbitration?
This occurs when a pre-arbitration dispute escalates to the card network for a final decision. Arbitration fees apply, and no new evidence is allowed unless requested by the network.
What is the status of my chargeback or dispute?
Check your case status in the portal or contact us with the relevant case number for updates.
What happens if the chargeback is related to a "fraudulent transaction"?
For fraud-related chargebacks, provide:
Evidence linking the cardholder to the transaction (e.g., signed receipts, ID verification).
Proof of delivery or service completion.
Detailed transaction documentation.
What steps can I take to prevent disputes in the future?
Clearly communicate Terms and Conditions.
Provide detailed invoices or receipts.
Offer excellent customer service to resolve complaints early.
Regularly audit transactions for errors.
Why is my dispute taking so long to resolve?
Resolution timelines depend on the card network and issuer’s process, often taking weeks or months. Check the portal or contact us for updates.
What does "Insufficient Evidence" mean?
This indicates the provided documentation didn’t meet the issuer’s requirements. Ensure all evidence is detailed, clear, and relevant.
How does a Retrieval Request differ from a Chargeback?
A Retrieval Request asks for transaction details and doesn’t involve fund reversals. A chargeback involves a dispute and possible fund reversal.
What should I include in supporting documents?
Include:
Invoices and receipts.
Signed agreements or Terms and Conditions.
Proof of delivery or service completion.
Correspondence with the cardholder.
A letter explaining the transaction.
What should I do if I suspect a chargeback is fraudulent?
Report suspected fraud to your payment processor immediately. Provide:
Transaction logs.
Customer verification details.
Communication with the cardholder.
How can I look up a transaction with a Chargeback reference number?
Use the provided reference number to search “Processor Reference” in your merchant reporting portal for transaction details.
Are the funds removed when a chargeback is issues and then returned if won?
Yes, once a chargeback is initiated, the funds are immediately deducted from the merchant’s account.
If the merchant successfully disputes the chargeback, the funds will be returned upon resolution.
Please note: A chargeback fee is applied in all cases—regardless of whether the dispute is won or lost.