What is a chargeback?

A chargeback is a reversal of funds that occurs when a customer disputes a charge on their credit or debit card. The customer contacts their credit card issuer to dispute the charge, and the money is temporarily refunded while an investigation takes place1. Unlike refunds, where the merchant directly returns the money, chargebacks are handled by the credit card issuer or bank.

A Chargeback was received, now what?!

Upon receipt of a chargeback, an automated notification will be dispatched to all users registered on the Valpay portal for the designated store. Upon receipt of said notification, pertinent transaction data and the deadline for responding/disputing the chargeback will be provided. Once all necessary information has been collected to contest the chargeback, it is expected that you will submit your response, along with any accompanying documentation, to the designated chargeback email address: [email protected].