Managed Chargeback Service

What is it? 

We know that as a business owner you have a lot on your plate. That’s why we developed the Managed Chargeback Service. 

Disputes are an unavoidable part of running a business today - especially with more and more transactions taking place online. They take a lot of time and create a lot of guess work to determine the best information to provide to resolve the claim in your favor.

With Managed Chargeback Service we save that time and guess work by leveraging on our extensive dispute knowledge to compile a dispute response on your behalf. Our team will give you the best opportunity to recover your funds and let you focus on running your business.

Availability

How It Works

Traditionally, payment providers will notify you when a dispute has been received asking that you provide documentation supporting the transaction details. Generally this means having to find things like customer details and receipt information as well as providing an explanation of why the dispute is unwarranted. This takes time that most businesses just don’t have. So much so that many don’t bother to respond and thus never have the chance to recover the disputed funds.

With Managed Chargeback Service, when your business receives a dispute there is nothing required of you. Our team will leverage our experience to compile all of the transaction details and craft a response to the card network on your behalf. 

Process

• When you receive a dispute while using the Managed Chargeback Service, no action from you is required. An email will be sent notifying you that you have received the chargeback and that our team has everything under control. You can respond to the email within 5 days if you want with additional evidence, but our team will collect everything that is required on your behalf.
• When our team has collected all the evidence, it will be uploaded for you. An email notification will be sent to you notifying you that the evidence has been uploaded and letting you know we’re waiting for a decision. The uploaded evidence will be immediately visible from the Dispute Details module on the Disputes page if you would like to review what was submitted.
• Once the dispute has been won or lost, we will notify you of the outcome via email.
• All details for the dispute can be viewed on the Disputes Page on the Payment Portal, once the dispute has been initiated.

Pricing

For businesses not on the Managed Service, you currently pay $15 per chargeback. With the Managed Service, it costs a flat rate of $19 per month and all other chargeback fees are waived.

You will be billed for this through the PayFac on the 1st of each month. This will show up as ‘MANAGED CHARGEBACK’ on your Payout Report details page in your Payment Portal.

Disabling / Enabling Managed Chargeback Service

If you prefer to manage chargebacks yourself, you can opt out of the Managed Chargeback Service any time by going to the Payment Portal > Account > Profile > Managed Chargeback Service and setting the toggle to ‘OFF’.

If you opt out you can view and manage all chargeback details via the new disputes page in the payments portal and you will resume paying the $15 per chargeback. You can opt back in at any time by following the same processes and changing the toggle to ‘ON’.

FAQ

Q: What is a Chargeback?

A: A chargeback is a reversal of a transaction initiated by the cardholder’s bank, typically due to a dispute over fraud, product issues, or billing errors. When a chargeback occurs, the transaction amount is withdrawn from the merchant’s account and is returned to the customer while an investigation takes place. Chargebacks can result in additional fees and impact a merchant’s standing with their payment processor.

Q: How much does the Managed Chargeback Service cost?

A: For $19/month we will handle any and all disputes received by your business.

Q: Will I still be notified when I receive a dispute?

A: Yes, as soon as a dispute is received from the card networks we will notify you and give you the opportunity to provide any additional information you believe may be helpful such as text or email correspondence with the customer filing the dispute.

Q: Will I be able to provide additional information?

A: Yes, when you receive a dispute you will immediately be notified and given the opportunity to provide any additional information we may not have access to that you believe will be helpful to resolve the dispute in your favor. The email notification will tell you where to send it and provide any additional information as soon as you receive that notification.

Q: If you’re handling everything, how will I know when a dispute has been resolved?

A: We will keep you informed every step of the way. We will notify you:

• When you receive a dispute.
• When we have submitted information to the card networks on your behalf.
• When the card issuer has reached a decision.

Q: How long does it take to resolve a dispute?

A: Most disputes are resolved within 45 days though some may take up to 90 days.

Q: Does this guarantee that I will win the dispute?

A: With our expertise, we can greatly increase your chance to win a chargeback but there is no guarantee that it will be resolved in your favor.