💳 What Is a Chargeback?
A chargeback occurs when a customer disputes a transaction with their credit or debit card issuer.
Instead of requesting a refund directly from you, the customer contacts their bank. The issuing bank then:
Temporarily reverses the funds
Opens an investigation
Notifies the payment processor
Unlike a refund (which you process directly), a chargeback is handled by the cardholder’s bank.
⏳ Chargebacks can occur weeks or even months after the original transaction date.
Common reasons include:
Suspected fraud
Authorization issues
Duplicate charges
Customer disputes or dissatisfaction
📩 A Chargeback Was Received — Now What?
When a chargeback is received:
📧 An automated notification email is sent to all users registered for the affected store in the Valpay Portal.
The email includes:
Transaction details
Reason code
Response deadline
⚠️ You must respond before the listed deadline to preserve your right to dispute.
📤 How to Submit Your Response
You can:
Reply directly to the chargeback notification email, or
Send your documentation to [email protected]
Please include:
The chargeback reference number
Your business name
Any supporting documentation
Providing the reference number ensures your response is matched to the correct dispute.
🔎 How to View Chargebacks in the Valpay Portal
🔗 Portal Login: https://portal.valpay.com
Follow these steps:
Log in to the Valpay Portal.
From the left-hand menu, select Payments.
Locate the Quick Filters at the top of the page.
Select Chargebacks to filter and display only chargeback transactions.
🔍 Searching by Reference Number
You can also:
Use the search bar above the transaction list
Enter the chargeback reference number
Apply additional filters if needed
📄 How to Dispute a Chargeback
To dispute a chargeback, prepare a formal response including supporting documentation such as:
Signed receipts or authorizations
Proof of delivery or completed service
Refund and return policies
Customer communication
AVS/CVV match results (if applicable)
📅 Submit all documentation before the deadline listed in your notification email.
Missing the deadline may result in permanent loss of the disputed funds.
🛡️ Important Notes
Chargebacks are different from refunds.
Funds are temporarily removed during the investigation.
The issuing bank makes the final decision.
Deadlines are strict and cannot be extended.
🔁 Related: ACH / SEPA Direct Debit Rejects
ACH and SEPA direct debit rejects are not chargebacks.
These occur when a customer’s bank reverses a direct debit transaction.
Unlike chargebacks:
There is no formal defense period.
Funds are returned immediately.
You must collect alternative payment.
Need Help?
If you need assistance reviewing or responding to a chargeback, contact:
We’re here to help.