Chargebacks FAQs

What is a chargeback?

A chargeback occurs when a cardholder or their issuing bank formally disputes a transaction. To minimize chargeback risk, ensure compliance with card schemes' guidelines and requirements at the time of sale.

Who deals with the chargeback?

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. The acquiring bank will send a "re-presentment" to the issuing bank to support the validity of the transaction. Please note that Blink cannot participate in any part 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 can also send email notifications, and chargebacks are accessible on AIB Insight.

Elavon merchants

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

Contact details

AIB chargebacks team: 0126 829 8981

Elavon chargebacks team: 0203 46 72 705

Additional information

AIB	Elavon

AIB	Elavon
Dealing with Chargebacks - AIB Merchant Services	Chargeback FAQ

Chargeback stages

Stage 1	The customer contacts their card issuer to request a reversal of a specific transaction.
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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