Your customer might dispute a transaction for many different reasons. Some common ones include:
- The cardholder doesn’t recognize the transaction
- The transaction is a duplicate (meaning, the same amount was run multiple times to the same card in a short timeframe)
- The transaction was for a different amount than the cardholder expected
- Identity theft (for example, if the card used for the transaction was stolen or lost)
- The cardholder never received the product or service they ordered
- The cardholder is unhappy with the product or service or feels like it was misrepresented
- Additionally, the bank can submit retrieval requests or chargebacks for transactions that meet criteria for potential fraud (for example, if a large number of transactions are processed to the same card at the same time, or transactions that are far outside the cardholder’s normal spending patterns).
Remember, these are not the only reasons a transaction might be disputed, and getting an approval code does not guarantee that the transaction won’t be disputed later on.
The cardholder starts the dispute process by talking to the bank that issued the credit card (not by calling us). The issuer will send us either a Retrieval request or a Chargeback request, depending on the cardholder’s situation.
- A Retrieval Request is submitted when the bank has requested more information about the nature of the transaction.
- For example, a Retrieval might be requested if the customer doesn’t recognize the transaction and has asked the bank to research.
- A Chargeback is issued when the bank has requested the money from a transaction to be returned to the cardholder.
Chargebacks are a little more common than Retrievals for most of our customers.
When we receive one of these requests, we will notify you using the preferred method we have on file for you (usually by fax, mail, or email). You will have the opportunity to respond with receipts, work orders, invoices, or other documents that can help us and the card issuer understand the transaction and make a decision about how to proceed. The letter you receive about your case will tell you what types of documents we’re looking for.
Please note: providing us with documentation does not
guarantee that the dispute will be decided in your favor (though NOT providing it will usually lead to a decision in the cardholder’s favor). All disputes are handled on a case-by-case basis.
You can also view and respond to these cases in Payments Insider. Visit
How to View and Respond to Chargeback Disputes in Payments Insider for instructions.
As always, if you need help with chargebacks or anything else related to your account, you can
contact Customer Service
for assistance.
