What Is a Chargeback and How Do I Dispute Them? (2023) - Shopify (2024)

Achargebackhappens when a customer asks their credit card issuer to reverse a transaction, returning funds used in a purchase.

Customers request chargebacks when items they purchase never arrive, they’re double-charged, or they’ve been fraudulently charged. When a buyer disputes a purchase, their credit card company reverses the charge, reimbursing the buyer, and debiting the business’s account.

Chargebacks cost merchants0.47%of their total revenue each year, so it helps to understand the chargeback process, what causes them, and how you can dispute erroneous credit card reversals.

What is a chargeback?

A chargeback occurs when a customer questions a credit card transaction and asks their bank to reverse it.

Chargebacks differ from standard return requests in several ways. With a chargeback, funds are held from businesses until payment card issuers decide what to do. If they rule against the retailer, funds are returned to the cardholder.

Retailers are also charged a fee bymerchant servicesproviders to investigate and resolve chargebacks. Thesefees costabout $15 per incident and can quickly add up.

The chargeback process explained

There’s a specific process customers, merchants, and credit card companies go through when dealing with chargebacks.

Customer issues chargeback

After a retailer collects money from a customer, transaction details should appear on the customer’s credit card statement.

If the customer doesn’t recognize the transaction or receive the purchase, they can dispute the charge with their card issuer (usually via a banking app or over the phone).

US lawrequires card issuers to offer chargebacks within 60 days of the date of billing.

Credit card providers may need to see evidence, such as a purchase receipt or communications with the merchant, to authorize the chargeback.

Chargeback debited from merchant

The customer’s card issuer sends the chargeback to the merchant, debiting the disputed amount, plus a processing fee.

Credit card issuer reviews response

If necessary, a merchant can submit evidence (e.g., proof of delivery) to the customer’s card issuer to contest the chargeback and confirm the validity of the charges.

The credit card company can take up to 75 days to review the merchant’s chargeback response. Some cards,like Visa, require merchant banks to respond with evidence within 30 days of a chargeback.

Chargeback resolution

Chargeback disputes end with the merchant accepting the chargeback, the customer canceling the chargeback, or further arbitration by the credit card company.

Arbitration

If neither party is willing to accept the outcome, the credit card provider is called on to make a final decision over the chargeback dispute.

If the dispute is found in the merchant’s favor, the customer’s bank returns the amount to the merchant (plus any fees, depending on region).

However, merchants may have to pay additional fees if the chargeback is deemed valid.

Why do chargebacks happen?

When a credit card company issues a chargeback, they use a code to indicate the reason for the reversal. There are four general chargeback code categories:

1. Fraud
2. Quality
3. Clerical
4. Technical

Fraud

Chargebacks exist to make it safer for customers to shop. They protect againstcard cloningand other fraudulent purchases made without the buyer’s knowledge or consent. Fraud is the most common reason for a chargeback.

Chargebacks with the following reason codes have been requested due to fraudulent activity:

💡Note:Apoint-of-sale(POS) system that accepts secure payment technologies likeEMV chip cardscan help protect your business and customers from fraud.

Quality

Chargebacks also keep retailers accountable. If a buyer receives a defective product, or never receives the item they paid for, they can initiate a chargeback.

In many cases, no proof of delivery or an illegal returns policy will mean a customer is entitled to a chargeback.

An increasing number of merchants are offering product or servicesubscriptions. While free trials are great for encouraging customer sign-ups, you can be hit with chargebacks if subscriptions aren’t canceled promptly when requested.

Clerical

If a buyer is billed twice for an item, or a return is made without a refund, a clerical chargeback can be raised.

Technical

If there’s an issue with the buyer’s bank, credit card, or they don’t have funds in their account, a technical chargeback may be issued.

Website errors and confusing checkout processes can also cause technical chargebacks. To combat this problem, use a reliable ecommerce solution with a hassle-free checkout process.

Shop Paylimits distractions at the checkout so customers know exactly what they’re buying.

Illegitimate chargebacks (friendly fraud)

Sometimes, customers will initiate chargebacks despite receiving their purchases.

Termed “friendly fraud,” illegitimate chargebacks can occur because consumers are unhappy with their products, are confused about payments, or are simply trying to gain a free product. In fact, it’sestimatedthat 61% of all chargebacks happen as a result of friendly fraud.

As Nicolas Tranchant, founder of jewelry storeVivalatina, says, “The biggest reason for our chargebacks has been the client’s dishonesty. Sixty percent of them are claimed without even an email to explain there is a problem with the jewelry we had shipped to them, with no explanation and no intent to give us the opportunity to solve the issue.”

In these cases, merchants can dispute customer chargebacks to regain funds.

The biggest reason for our chargebacks has been the client’s dishonesty.

How to dispute a chargeback

When disputing a chargeback, respond as quickly as possible, since delayed action may result in a chargeback loss.

1. Gather information

When you’re notified of a chargeback, identify the customer and transaction in question. Source as much information about the transaction as possible, including warehouse data and delivery status.

You can also contact the customer directly to see if their issue can be resolved.

2. Submit your chargeback response

If you feel that a chargeback has been made unfairly, you can submit your evidence in a dispute response.

This document is returned to the bank or card issuer that sent you the chargeback letter (alternatively, you may need to initiate your own chargeback dispute). Follow any formatting instructions and deadlines, and ensure you directly respond to the chargeback’s reason code.

For disputed fraud or “no authorization” chargebacks, provide evidence that the cardholder was aware of and authorized the transaction. AVS (address verification system) matches, CVV confirmations, signed receipts, or contracts may help to prove this.

3. Await the decision

After you submit a rebuttal, the situation is out of your hands while the processor’s acquiring bank reviews the information. The cardholder’s bank makes the final decision about whether it will process the chargeback, and it will inform the customer of its decision.

💡 Tip:Shopify Paymentscomes with Automatic Dispute Resolution, which can nearly double your win rate from unnecessary chargebacks.

How to protect your store from chargebacks

Take these steps to reduce the chance of a chargeback occurring in the first place:

Avoid manual processing

To reduce the possibility of charging errors, don’t type in information manually.

Keep automated records of customers’ credit card transaction dates, amounts, and authorization information. Don’t forget to retain proof of shipments and deliveries in case you need them to fight a chargeback.

Use fraud protection software

Implementingfraud prevention strategiessuch as investing in software will help you avoid transactions that can lead to chargebacks.

To prevent chargeback claims, customer care representative Ashley Shook explains that hair care merchantCalistauses a fraud detection app calledNoFraud. “It screens and analyzes customer orders shortly after they’re placed,” Ashley says. “If it detects any suspicion of fraud, the order will be passed on to an analyst on their team.”

Make yourself easy to reach

Fraudulent transactions do occur, but sometimes buyers forget they purchased from you, or don’t recognize your business name. Ensure the name on credit card transactions matches how your customers know you.

If that’s not possible, try adding your phone number to your credit card transactions. When customers see “Luxury Lighting 800-123-4567” next to the charge, they may be more likely to call you for more information.

Clearly describe store policies

If you clearly describe your products and service policies, your customers are more likely to assume liability for unsatisfactory purchases.

Write a precisereturn policy. That way, if a consumer is unhappy with their purchase, you can avoid a chargeback by processing it as a return instead.

You should also display your contact information on credit card receipts and online, and encourage customers to call you with questions before automatically filing a chargeback. It saves everyone fees and dramatically reduces the time you spend evaluating whether to give the refund.

While it might seem like chargebacks are an easy way for customers with bad intentions to steal products, there are several consequences of friendly fraud.

If a customer’s card issuer discovers they’ve engaged in friendly fraud, it may close their credit account. This will affect the customer’s credit score and make it more difficult to make larger purchases.

Customers are also asked to cover chargeback fees if they lose a payment dispute.

As an extra disincentive, the chargeback process takes much longer than the average refund. So it’s faster for a customer to contact a retailer directly and iron out the issue.

Disputing chargebacks

Consumers benefit from the protection chargebacks provide against fraud and poor customer service.

Chargeback rules promote fair return policies and discourage retailers from selling subpar products. But, when consumers abuse the chargeback system, merchants can face unexpected losses and fees.

Merchants can recover disputed funds by submitting evidence to a consumer’s credit card company, showing that the customer authorized the transaction and received their purchase.