What's a Chargeback?
A look into dispute management and submitting defense
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A look into dispute management and submitting defense
Last updated
Was this helpful?
When a customer pays by card, they can go ahead and raise a chargeback on that transaction for a number of different reasons, for example, claiming that their card was used fraudulently in their absence. When that happens, the funds are returned to the customer, and you may need to submit evidence to recover them back.
When a chargeback is raised, you will receive an email informing you of the dispute. You can also log into Javelin, and in the left tab bottom find a section called "Dispute Flow". Click on the "Disputes" link there to see your entire chargeback history.
Within the Disputes section, you will be able to see the following information:
ID: This is the Javelin dispute ID, you can click on it to open the dispute details. You can do the same thing by clicking on the eye icon in the right corner.
Created At: This provides the date and time when the chargeback was raised.
Amount: This is the amount of the transaction that has been disputed.
Fee: This will show any fees associated with the dispute
Transaction: This shows the PSP reference of the original transaction against which the chargeback has been raised. You can click on the PSP reference to open the transaction details page
Status: You will see information about the chargeback as it moves through the dispute flow here, you may see self explanatory items like "Defense Accepted" or "Lost" etc. in here.
Days to defend: Each chargeback comes with a deadline after which evidence can't be submitted in it's defense. This can vary depending on the card issuer.
Defense Submitted: If evidence has been submitted, you will see a green check mark here, otherwise it's a red cross.
Reason: Here you will see a brief explanation of why the chargeback has been raised. The reasons may not be very detailed.
While the deadline for submitting evidence has not passed, if you click on the dispute ID, or the eye icon to open the dispute details screen, you will see a Defend Dispute section towards the middle. When submitting evidence to defend a chargeback, keep in mind the following conditions:
Only 1 file is allowed to be uploaded, so all your info may need to be collated in a single document
Only PDF file type is accepted
The file size must be less than 2 MB
Once your evidence file is ready, click on Choose File, then Upload, and then Submit.
In some scenarios you may be able to automatically generate the evidence file. To do so, head over to the original transaction against which the chargeback has been raised. You will see a "Go To Order" option in the top right, under Select Action. If this takes you to the Riide backend, you will see a "Generate Evidence" button in the top right corner, using which you can download an evidence file.
