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What is a chargeback?

A chargeback

is a formally disputed transaction by the

occurs when a cardholder or

the cardholder’s

their issuing bank

. You must minimise chargeback risk

formally disputes a transaction. To minimize chargeback risk, ensure compliance with card schemes' guidelines and requirements at the time of sale

by complying with card schemes’ guidelines and requirements

.

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Who deals with the chargeback?

The customer's issuing bank deals with the chargeback on behalf of the customer. The

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

, using any evidence or information you may have on the transaction. When the acquiring banks defend your cases, they send a so-called “re-presentment”

. The acquiring bank will send a "re-presentment" to the issuing bank to support the validity of the

disputed

transaction. Please note that Blink cannot

be involved

participate in any

stage

part of the dispute process.

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What are common reasons for customers to raise a chargeback?

  • Fraud

  • Non-

Delivery

  • delivery

  • Quality/Not as

Described

  • described

  • Duplicate

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  • processing

Who notifies for chargebacks?

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AIB merchants

AIB will send a letter to the registered address

; we also pass on email notification;

. We can also send email notifications, and chargebacks are accessible on AIB Insight.

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Elavon merchants

Elavon will

notify

send you

directly via

a direct email notification, which usually comes from the email address disputes@elavon.com.

Tip

Contact details

AIB Chargebacks Teamchargebacks team: 0126 829 8981

Elavon Chargebacks Teamchargebacks team: 0203 46 72 705

Additional information

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AIB

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Elavon

https://www.aibms.com/help/chargebacks-fraud/dealing-with-chargebacks/

https://www.elavon.co.uk/customer-centre/setting-up-your-account/chargebacks/chargeback-faqs.html

Chargeback Stagesstages

Stage 1

The customer contacts

the

their card issuer to

tell them which transaction they wish to reverse

request a reversal of a specific transaction.

Stage 2

The issuer

investigates

will investigate the claim to verify

what

the accuracy of the information provided by the cardholder

is saying

.

Stage 3

If the issuer agrees, they will recover the money from the merchant’s account and provide a conditional refund to the cardholder

, and advises

. They will then advise the acquiring bank, who will in turn advise the merchant.

Stage 4

The merchant

If a merchant disagrees with a decision made by the issuer, they can review the

issuer’s

decision and

choose to

contest it by

submitting their own evidence to support their position, for example

providing additional evidence such as a delivery signature.

This goes back

The evidence is then sent to the acquiring bank

,

and

then on

forwarded to the card issuer for review.

Stage 5.

The

card issuer evaluates what each side has said and if the merchant’s case is considered more persuasive than the cardholder’s they will

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

issuers

issuer finds in

favour

favor of the cardholder, the merchant can

pursue the matter further and ask for it to be reconsidered,

request a reconsideration and provide

further

additional evidence if

it is

available.

Stage 7.

The final decision in

favour

favor of one party

or the other

,

which is

made by the card scheme

rather than

instead of the issuer,

cannot

is final and can only be challenged

further, other than

through the

process of bringing the matter before a

court.

.