Dispute and chargeback support

1. Receive a Notification
   • You’ll be alerted via email, SMS, or your Chase Business account when a chargeback occurs
   • Notifications include the reason for the dispute and the deadline to respond
2. Review the Details
   Log into your Chase Business Account to view:
   
   • The reason code provided by the card issuer
   • The transaction details (amount, date, customer info)
   • Any available customer communication or receipts
3. Choose Your Response
   
   • Accept the chargeback if you believe the dispute is valid. The funds will be refunded to the customer
   • Dispute the chargeback if you have proof the transaction was legitimate.
4. Submit Evidence
   
   • If you choose to dispute, you must provide supporting documents such as:
   • Proof of delivery (tracking numbers, signed receipts, invoices)
   • Customer communication (emails, chat transcripts, agreements)
   • Refund or cancellation policies (if applicable)
   • All documents must be submitted before the response deadline stated in the notification
5. Wait for Resolution
   
   • Chase will review your response and forward it to the customer’s bank
   • The bank will investigate and make a decision—this can take several weeks
   • You will be notified of the outcome via your Chase Business account

Act quickly:

1. Review the dispute reason
2. Gather supporting evidence
3. Submit a well-organized response before the deadline

• Invoices or receipts
• Proof of delivery (tracking number, delivery confirmation)
• Screenshots of product/service descriptions
• Refund/cancellation policy and proof of acceptance

It varies by processor and card network, but you often have 7 to 21 days to respond. Missing this deadline usually results in an automatic loss.

You automatically lose the chargeback, and the funds are returned to the customer without a chance to dispute it.

The issuing bank reviews your documentation. If they find it compelling, the chargeback may be reversed. If not, the customer keeps the refund.

Yes, in some cases. This is known as “pre-arbitration” or “second chargeback” but it’s often more complex and time-consuming.

Not necessarily. The issuing bank has the final say and may still side with the customer, even if you provide proof.

While it’s impossible to eliminate chargebacks entirely, you can reduce their likelihood by:

• Clearly describing your products/services on your website
• Providing detailed order confirmations with customer information
• Offering easy-to-understand refund and return policies
• Setting up fraud detection tools to flag high-risk transactions
• Communicating effectively with your customers to resolve disputes before they escalate

It starts with clarity and consistency:

• Use your business name as it appears in marketing on customer receipts and statements
• Make receipts clear and complete, including contact info, date, amount, and itemized details
• Clearly explain your return and refund policy at the point of sale

To avoid issues down the line, follow these best practices every time you process a transaction:

• Always obtain a new authorization for each payment — don’t reuse or split declined ones
• Never enter authorization codes manually, and don’t adjust amounts post-authorization
• Settle payments promptly to prevent confusion or reversal

• Always use a chip or contactless reader and avoid manual card entry
• Get a clear customer signature when required, especially if there’s a return policy involved
• Never alter a receipt after a sale
• For online sales, confirm the address and require the security code (CID)

• Always refund to the original payment method
• Avoid issuing refunds in cash or by check
• If multiple transactions need refunds, process them one by one.
• Make sure your policy allows for reasonable flexibility and is communicated clearly

Make sure your business name on the customer’s bank statement is clear and matches what they expect.

• Display cancellation and refund terms directly on the checkout page
• Send order confirmation emails that include what was purchased and how to contact you
• Offer live support or help centers to catch issues early

• Use fraud prevention tools (AVS, CVV checks, 3D Secure)
• Require strong customer authentication
• Monitor for suspicious purchase patterns

For more information about fraud, go here to visit the fraud prevention support page.

Chargebacks can increase processing costs, trigger account holds, or even lead to account termination if you exceed network thresholds.

Yes, you can set up account alerts to receive notifications when a new dispute is opened or when a response is required. these alerts can help you act quickly and avoid missing important deadlines.