Chargebacks

Digital chargebacks

Can I change or submit more evidence for a chargeback?
Once you’ve submitted evidence, you won’t be able to send any more via the portal. To submit further evidence, please speak to your account manager or call our team on 0800 161 5341.

Why am I unable to find a chargeback when I search for it?
When searching for a chargeback, you must search on the relevant status page, and enter a full case ID, merchant reference or outlet ID.

Why can't I see open chargebacks older than 14 days?
Chargebacks with no response after 14 days are moved to your expired table and can be viewed and exported from there.

Where can I see a full breakdown of chargeback codes?
Our chargeback information page includes a full list of chargeback reason codes.

Issuer documents

Why are there some chargeback cases that don’t show issuer documents?
Issuer documents will only appear for cases where a customer has provided them.

What time are chargeback cases updated to show new issuer documents?
Chargeback cases are updated by 8am every day.

Some issuer documents have the same name – are they actually different?
Yes, each file is different. So even if the names are the same, please take the time to view issuer documents individually.

Accepting chargebacks

What can I do if I accidently accept a chargeback?
If the due by date has not passed, you’ll still be able to change your response to a chargeback case.

What happens to accepted chargebacks after due by date?
We'll contact you to confirm that the chargeback will be processed and you will be debited as per your agreement

Responding to chargebacks

How many files can be uploaded per chargeback?
For each chargeback, you can upload up to 3 files, totalling 15 MB; each file must be no more than 5 MB in size.

What file types can I upload?
The file types you can upload are .pdf, .jpg, .tiff, .doc, and .docx.

Why am I unable to upload my document?
There are a number of reasons why your document may fail to upload – for example if you’ve used an incompatible file format, or tried to upload a document containing an image. Please refer to the error code provided before trying again.

Submitted chargebacks

Can I amend a chargeback, or submit more evidence?
For any amends, or to submit additional evidence, please speak to your account manager or call our chargeback team on 0800 161 5341.

Expired chargebacks

How can I respond to an expired case?
You can discuss expired cases with your account manager, or give the chargeback team a call on 0800 161 5341.

What happens to expired cases?
We'll contact you to let you know the outcome of your chargeback and you will be debited as per your agreement.

Exported chargebacks

Can I export all chargebacks?
Yes, all chargebacks up to 12 months old can be exported, regardless of their status.

General hints & tips

Who should I contact for general chargeback queries?
For any general queries regarding chargebacks, please call our team on 0800 161 5341.