 What is a chargeback? |
A chargeback |
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occurs when a cardholder or |
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their issuing bank |
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formally disputes a transaction. To minimize chargeback risk, ensure compliance with card schemes' guidelines and requirements at the time of sale |
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Who deals with the chargeback? |
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When a customer initiates a chargeback, it is the responsibility of their issuing bank to handle the dispute. As a merchant, you can provide any evidence or information you have on the transaction to the acquiring bank (AIB or Elavon), who will then dispute the chargeback on your behalf |
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. The acquiring bank will send a "re-presentment" to the issuing bank to support the validity of the |
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transaction. Please note that Blink |
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cannot |
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participate in any |
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part of the dispute process. |
What are common reasons for customers to raise a chargeback? |
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Who notifies for chargebacks? | |||||
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Contact details AIB |
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chargebacks team: 0126 829 8981 Elavon |
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chargebacks team: 0203 46 72 705 |
Additional information
 AIB |
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Chargeback stages
Stage 1 | The customer contacts their card issuer to request a reversal of a specific transaction. |
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Stage 2 | The issuer will investigate the claim to verify the accuracy of the information provided by the cardholder. |
Stage 3 | If the issuer agrees, they will recover the money from the merchant’s account and provide a conditional refund to the cardholder. They will then advise the acquiring bank, who will in turn advise the merchant. |
Stage 4 | If a merchant disagrees with a decision made by the issuer, they can review the decision and contest it by providing additional evidence such as a delivery signature. The evidence is then sent to the acquiring bank and forwarded to the card issuer for review. |
Stage 5. | The issuer will evaluate both parties' statements and reverse the conditional refund if the merchant presents a more compelling case, thereby concluding the chargeback process. |
Stage 6 | However, if the card issuer finds in favor of the cardholder, the merchant can request a reconsideration and provide additional evidence if available. |
Stage 7. | The final decision in favor of one party, made by the card scheme instead of the issuer, is final and can only be challenged through the court. |
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