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Defending a Chargeback

Intergiro Support avatar
Written by Intergiro Support
Updated yesterday

New unworked chargeback cases can be found in our Portal using the combination of the following parameters:

Status = received

Stage = chargeback

Timeframes

When you receive Visa chargeback, you have 30 days to defend it.

For Mastercard chargebacks, the timeframe is 45 days.

The timeframe for each case can be seen in the column "Days To Defend":

The Days to defend counter is being changed in the Portal every day, so you can see daily how many days are left to defend each specific case.

Important Note! Please make sure to upload documents for the chargeback defence before the Days to Defend counter is reaching the value of 10. If the Merchant does not upload documents to defend a dispute within this timeframe, Intergiro cannot guarantee the successful case defence.

Chargeback case analysis

Analyse each chargeback case individually depending on the dispute Reason Code, disputed transaction details and Issuer provided supporting documents and comments.

Open each case to see the dispute details:

At the Chargeback stage, you have many possible action scenarios. Please see the most common scenarios below:

Scenario 1 - Issuer's chargeback is valid

Description - merchant considers an incoming chargeback to be valid and wants to accept the liability for the disputed transaction.

Actions to be taken:

  1. Open the case

  2. Click "Accept Liability"

  3. Confirm the action


Scenario 2 - disputed transaction has been refunded

Description - merchant received a chargeback for the transaction that has been refunded.

Actions to be taken:

  1. Make sure that the refund is related to the disputed transaction

  2. Prepare a document in pdf with the short description when the disputed transaction has been refunded

  3. Open the case

  4. Click "Defend Dispute"

  5. Upload the document to the case

  6. Add the Reason for the case defence*

  7. Add refund date and ARN to Explanation (elaboration) box

  8. Click "Submit Defence"


Scenario 3 - Invalid dispute, supporting documents

Description - when the merchant believes the chargeback is invalid, they can defend it providing the necessary evidence, depending on the reason code for the chargeback.

Actions to be taken:

  1. Prepare a detailed supporting document for chargeback defence addressing the specific chargeback Reason Code and Issuer statements. Name the supporting document with a Dispute Reference number and save it in .pdf format.

  2. Open the case

  3. Click "Defend Dispute"

  4. Upload the document to the case

  5. Add the Reason for the case defence*

  6. Add short message in Explanation (elaboration) box (Example-Please see documents)

  7. Click "Submit Defence"

*Important Note about the Reason for the case defence!

If the conditions below are not met, case defence will be declined by the system and the processing of the case might be delayed.

  • Merchant must not leave this field empty

  • Explanation (elaboration) must not be longer than 100 characters

  • Only letters, numbers and these symbols , . ! ? () can be used


    Supporting documents might include:

  • Merchant rebuttal letter addressing the Issuer statements in their supporting documents and explaining why does the merchant consider the chargeback to be invalid

  • A description of the goods or services purchased.

  • Screenshots showing the website URL, including: communication between merchant and the cardholder, website pages with full descriptions, use instructions, and the price of the products/services; Terms & Conditions (T&C) of the website; a page where the cardholder explicitly accepted the T&C; and a private client’s area page with the client’s name, details, contacts, order details, delivery address, delivery status, and order status.

  • Proof of delivery: a link to the transportation company's website with delivery tracking, screenshots of this page with tracking information, screenshots showing electronic delivery of digital goods/services, and a document signed by the cardholder confirming receipt of the goods or services.

  • Current availability of the purchased digital goods/services to the cardholder.

  • The cardholder's written confirmation of registration to receive electronic delivery of goods or services.

  • Evidence that the cardholder did not contact you regarding this transaction, or if they did, that the issue was resolved.

  • Copies of emails: a receipt sent to the cardholder's email post-purchase, an email to the cardholder with delivery details and order status, and correspondence with the cardholder.

  • ID, Passport, or any other identification documents of the cardholder/client.

  • Proof that a refund was previously issued, if applicable.

  • Confirmation that the service order or goods delivery was not canceled by the cardholder.

  • Any other relevant documents or information you consider necessary.

Our dedicated chargeback support team is here to assist with any questions or concerns. Please don't hesitate to reach out to [email protected] at your earliest convenience.



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