What is a chargeback?
A chargeback is a formally disputed transaction by the cardholder or the cardholder’s issuing bank. You must minimise chargeback risk at the time of sale by complying with card schemes’ guidelines and requirements.
Who deals with the chargeback?
The customer's issuing bank deals with the chargeback on behalf of the customer. The acquiring bank (AIB or Elavon) will dispute 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” to the issuing bank to support the validity of the disputed transaction. Blink/Fidelity cannot be involved in any stage of the dispute process.
What are common reasons for customers to raise a chargeback?
Fraud
Non-Delivery
Quality/Not as Described
Duplicate Processing
Who notifies for chargebacks?
AIB merchants
AIB will send a letter to the registered address; we also pass on email notification; chargebacks are accessible on AIB Insight.
Elavon merchants
Elavon will notify you directly via email, usually from disputes@elavon.com.
Contact details
AIB Chargebacks Team: 0126 829 8981
Elavon Chargebacks Team: 0203 46 72 705
Additional information
AIB: https://www.aibms.com/help/chargebacks-fraud/dealing-with-chargebacks/
Elavon https://www.elavon.co.uk/customer-centre/setting-up-your-account/chargebacks/chargeback-faqs.html