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Chargeback Support Centre

Understanding & Managing Chargebacks

Learn how to prevent, respond to, and win chargeback disputes. Our expert guidance helps protect your revenue and maintain a healthy merchant account.

Contact Chargeback TeamCall 0345 2696645

What is a Chargeback?

A chargeback occurs when a customer disputes a transaction with their bank, and the bank reverses the charge. This consumer protection mechanism can impact your business if not managed properly.

Common Chargeback Reasons

  • • Fraudulent transaction (card stolen or compromised)
  • • Product not received or significantly not as described
  • • Duplicate processing of the same transaction
  • • Customer doesn't recognise the charge on statement
  • • Customer cancelled subscription but was still charged
  • • Technical error or processing mistake

Impact on Your Business

  • Loss of revenue from reversed transactions
  • Chargeback fees (typically £15–£25 per case)
  • Loss of goods/services already delivered
  • Administrative time to dispute chargebacks
  • Higher processing rates if chargeback ratio increases
  • Risk of losing merchant account if ratio exceeds 1%

The Chargeback Process

Understanding the timeline helps you respond effectively

Step 1
Customer Disputes Transaction

A customer contacts their bank to dispute a charge on their account.

Step 2
Bank Initiates Chargeback

The card issuer temporarily returns the funds to the customer and notifies you.

Step 3
You Respond with Evidence

You have 7–21 days to provide compelling evidence to challenge the chargeback.

Step 4
Bank Makes Final Decision

The issuing bank reviews evidence and makes a final ruling on the dispute.

Building Compelling Evidence

To successfully dispute a chargeback, you need to provide clear, organised evidence that proves the transaction was legitimate and the goods/services were delivered as promised.

The stronger your evidence, the higher your chances of winning the dispute. Our chargeback specialists can help you build the most effective case.

Get Expert Help

Evidence Checklist

  • Transaction receipt with customer signature
  • Proof of delivery with tracking number
  • Customer communications (emails, chat logs)
  • Terms and conditions the customer agreed to
  • IP address and device information
  • Previous non-disputed transactions
  • Refund or cancellation policy
  • Photos or screenshots of delivered product

Preventing Chargebacks

The best chargeback is the one that never happens

Clear Product Descriptions

Accurate, comprehensive descriptions. The fewer surprises at delivery, the fewer 'item not as described' disputes.

Transparent Billing Descriptor

Customers should recognise your business name on their statement. 'CHARGE PMT 4287' isn't recognisable.

Prompt Customer Service

Respond fast. Most chargebacks come from customers who tried to email you first and got nothing back.

Detailed Record Keeping

Keep receipts, shipping records, delivery confirmations, and any customer correspondence. The card networks won't take your word for it.

Clear Refund Policy

Display it. Honour it.

Delivery Confirmation

Tracked shipping for everything. Signature required for high-value items.

Chargeback FAQs

What is a chargeback?+
A chargeback is when a cardholder disputes a transaction through their card issuer, reversing the payment. The card scheme (such as Visa or Mastercard) sets the rules, and the funds are usually removed from your account while the dispute is investigated.
Why did I receive a chargeback?+
Common reasons are that the cardholder does not recognise the transaction, claims the goods or services were not received or not as described, or that the payment was fraudulent. Each reason has its own scheme reason code, which determines the evidence you need to respond with.
How does the chargeback process work?+
The card issuer raises the dispute and debits the funds, then you are notified and given a limited window to respond with evidence. The issuer reviews your evidence and either upholds the chargeback or reverses it back in your favour.
How long do I have to respond to a chargeback?+
The response window is set by the card scheme and is limited, often only a few weeks from notification. Missing the deadline usually means the dispute is lost by default, so it is important to act quickly.
What evidence should I provide to fight a chargeback?+
Provide clear proof that directly answers the reason code: proof of delivery or fulfilment, signed receipts, AVS, CVV and 3-D Secure results, order and communication records, and the refund or returns policy the customer agreed to. Specific, relevant evidence is far more effective than volume.
How can I reduce chargebacks?+
Use a clear billing descriptor so customers recognise the charge, respond quickly to customer queries, describe products accurately, deliver with tracking, apply 3-D Secure 2 on card-not-present sales, and resolve complaints before they escalate to a dispute.
How does Monek help with chargebacks?+
Monek's UK-based chargeback team helps you understand the reason code, gather the right evidence, and respond within the scheme deadline. Because time is critical, you can open a support ticket or call the team directly as soon as a dispute comes in.

Need Help with a Chargeback?

Our dedicated chargeback team is here to help you respond effectively and protect your business. Time is critical. Contact us immediately.

Open Support TicketCall 0345 2696645