This guide explains how chargebacks work for ValPay merchants and walks through the new Dispute Manager in the ValPay portal. The Dispute Manager is where you review, defend, or accept chargebacks end-to-end — evidence is uploaded directly in the portal, no emails required.
This article consolidates and replaces the prior separate articles on disputes, required documentation, reconciliation, duplicate entries, and general FAQs. Prompt action is critical — disputes that miss the defense window are automatically lost.
What Is a Chargeback?
A chargeback is a forced reversal of a payment, initiated by the cardholder's issuing bank rather than by you. Unlike a refund — which you process directly — a chargeback is governed by the card networks (Visa, Mastercard, American Express, Discover) and follows strict deadlines.
When a chargeback is opened, the disputed funds are temporarily debited from your account and held pending resolution.
Common reasons include:
Suspected fraud or unauthorized use
Item not received
Item not as described
Duplicate charge
Credit (refund) not processed
⏳ Chargebacks can occur weeks or even months after the original transaction.
📧 Step 1: Chargeback Notification Email
When a cardholder initiates a chargeback, ValPay sends a notification email to all users registered for the affected store. The email contains everything you need to take action:
Transaction date and amount
Card summary and reference numbers
Reason for the dispute
Defense submission deadline
Days remaining to fight
Direct link to the Dispute Manager in the ValPay portal
⚠️ You must respond before the deadline shown in the email. Missing the deadline means the chargeback is finalized against you automatically.
🔓 Step 2: Open the Dispute Manager
Click the direct link in your chargeback notification email — it takes you to the ValPay portal login page. After you sign in, go to the Disputes section from the left-hand menu.
You can also access the Dispute Manager anytime by logging in at https://portal.valpay.com and choosing Disputes from the main navigation.
🔎 Step 3: Locate the Dispute Case
The Dispute Management dashboard shows every dispute associated with your account. Use the filters to narrow results quickly:
Dispute type
Status
Date range
PSP reference
Store name
Match the filter criteria to the details in your notification email, then click the dispute reference to open the case.
📄 Step 4: Review the Dispute Details
The dispute detail page shows the full transaction, the issuer's reason for the chargeback, and an alert banner with the action deadline. You have two resolution options:
Defend Chargeback — Submit evidence to challenge the dispute.
Accept Chargeback — Accept the dispute and refund the cardholder.
🛡️ Step 5a: Defending a Chargeback
To contest the dispute, click DEFEND CHARGEBACK. You'll be asked to choose the defense strategy that best represents your case — for example, Services Provided.
After selecting a strategy, upload all supporting documentation that demonstrates the transaction is valid and the cardholder's claim is incorrect.
Accepted file formats and size limits
PDF — maximum 2 MB
JPG / JPEG — maximum 7 MB
TIFF — maximum 7 MB
When all documents are uploaded, click Submit Defense. A confirmation banner will appear indicating your defense is under review.
What evidence to include, by dispute type
Fraud / unauthorized transaction:
Proof of card-present transaction (signed receipt, EMV chip data, PIN verification)
AVS and CVV match confirmation
Signed cardholder authorization
IP address, device ID, and geolocation data (for card-not-present)
Purchase history showing a pattern of legitimate use by the same cardholder
Item not received:
Carrier tracking and delivery confirmation (with signature if available)
Date and time of delivery relative to the chargeback filing date
Customer communications acknowledging receipt
Item not as described:
Screenshots or archives of your listing at the time of purchase
Photographs or specifications showing the item matched the description
Customer communication expressing satisfaction or acknowledgment
Your refund/return policy as shown at checkout
Credit (refund) not processed:
Documentation that the refund was issued — date, amount, reference number
Processing timelines explaining any delay in the credit appearing
✅ Step 5b: Accepting a Chargeback
If you click ACCEPT CHARGEBACK, you are agreeing to refund the cardholder. The disputed amount is debited from your account and automatically credited back to the cardholder. The dispute status updates to show the case is resolved.
Accept a chargeback when you agree the customer's claim is valid (for example, a genuine double-charge or a service you weren't able to deliver). If you intend to defend, don't click Accept — once accepted, the decision is final.
⏱️ Deadlines
Always follow the deadline displayed in your chargeback notification and on the dispute detail page. Typical ranges:
Stage | Typical timeframe |
Merchant defense submission | Shown in the portal — usually 20–30 days from notification |
Issuing bank review after defense | 30–45 days |
Pre-arbitration response (if applicable) | ~30 days |
Arbitration resolution | 30–90 days |
Deadlines can vary based on card network and reason code — the authoritative deadline is always the one shown on the dispute page in the portal.
📊 Reconciling Chargebacks Against Deposits
When reconciling deposit totals, discrepancies may appear because a chargeback or dispute-related adjustment was debited against a deposit. To reconcile:
Pull the deposit detail for the date in question from the Deposits tab of the portal.
Look for chargeback entries offsetting gross sales. The net deposit will equal sales minus chargebacks, refunds, and fees.
Cross-reference chargeback line items against the Dispute Manager using the PSP reference to confirm which case caused the adjustment.
If a case is later won on defense, the disputed funds are credited back to a future deposit — reconciliation catches both the debit and the eventual credit.
🔄 Why the Same Case May Appear More Than Once
A chargeback moves through multiple stages — initial chargeback, defense submission, possible pre-arbitration or arbitration — and each stage may generate a distinct entry in the portal to document the status change. These are status updates on the same case, not additional charges:
Defense submission records — logged when you submit evidence
Status changes — logged when the issuer rules or the case escalates
The financial amount held is based on the original dispute, not the number of entries.
❓ FAQ
What should I do when I receive a Retrieval Request?
A retrieval request is an inquiry from the issuer, not a chargeback. Respond with the transaction details the issuer asks for. Funds are not withdrawn and no fees are applied. See Retrieval Requests, Fraud Notifications, and Chargebacks for the difference.
What does "Dispute Initiated" mean?
The cardholder has disputed the transaction and the issuing bank has opened a case. The disputed funds are temporarily held.
Can I fight a chargeback after accepting it?
No. Accepting closes the case and is final. If you intend to defend, do not click Accept.
What file types and sizes can I upload?
PDF up to 2 MB, JPG/JPEG up to 7 MB, TIFF up to 7 MB.
What if my evidence exceeds the size limit?
Reduce resolution, split the file, or combine multiple images into a single PDF. Large documents should be summarized into the most relevant pages.
Are chargebacks the same as ACH / SEPA direct-debit rejects?
No. ACH/SEPA rejects do not have a defense period — funds are returned immediately and you must collect an alternative payment.
ℹ️ If You're Still on the Legacy Chargeback Workflow
Accounts that have not yet migrated to the Dispute Manager can continue to respond the old way until cutover:
Reply directly to the chargeback notification email, or email [email protected]
Include the chargeback reference number, your business name, and supporting documentation
View chargebacks under Payments → Quick Filters → Chargebacks in the portal
Once your account has moved to the Dispute Manager, use the Disputes section described above — the email path is superseded.
✔️ Best Practices
Respond promptly to every dispute notification — late responses are automatic losses
Upload clear, complete, relevant evidence — quality matters more than quantity
Monitor dispute status directly in the Dispute Manager
Keep refund, shipping, and customer-communication records for at least 180 days after a transaction
Need Help?
If you need assistance reviewing or responding to a chargeback, contact [email protected]. For general portal questions, use the support chat in the ValPay portal.