> For the complete documentation index, see [llms.txt](https://support.xplorpay.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.xplorpay.com/transactions-batches-deposits/chargebacks-hub.md).

# Chargebacks hub

Understand chargebacks, respond to disputes, and reduce future chargebacks.

A chargeback occurs when a cardholder disputes a transaction with their issuing bank. The cardholder asks the bank or card issuer to reverse the payment.

Chargebacks can result from fraud, missing goods or services, an unreceived return credit, or a disagreement about a charge.

<div align="left" data-with-frame="true"><figure><img src="https://2558400777-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FaxQLo4oSBKl35JyqH54A%2Fuploads%2FR7oJEteEy5FLtFOjHMCg%2Fimage.png?alt=media&amp;token=9ed08a02-05fb-4c4b-832f-ff071ef5f327" alt=""><figcaption></figcaption></figure></div>

### Understand chargeback stages

#### Retrieval request

A retrieval request asks for a copy of the sale. It has no monetary impact on the merchant.

#### Chargeback

A chargeback reverses a card sale disputed by the cardholder or issuer. Funds are debited from the merchant and credited to the cardholder.

#### Reversal

After reviewing the merchant's rebuttal, the card association accepts or denies the reversal.

**Reversal acceptance** returns funds to the merchant. The merchant receives a reversal acceptance letter.

**Reversal denial** means the card association found that the rebuttal did not address the chargeback issues.

#### Pre-arbitration

Pre-arbitration continues a dispute from a cardholder or issuer. You receive a pre-arbitration letter and must respond within the stated period, often a few days.

If you proceed, you agree to pay arbitration costs if you lose. If you win, the cardholder or issuer pays the filing fee.

### Prevent chargebacks

Clear customer communication and sound payment practices prevent many chargebacks.

#### Process card-present payments safely

* Use an EMV-enabled terminal or mobile card reader.
* Insert or swipe the card whenever possible.
* Get a valid authorization for every transaction.
* Do not complete a transaction after a declined authorization.
* Call the authorization center after a **Call** response.
* If you manually key a card number, make a card imprint using a manual imprinter and merchant plate.
* Ask for identification and compare signatures when appropriate.

#### Set clear customer expectations

* Clearly communicate return and refund policies.
* Tell customers when an order is delayed.
* Ship merchandise before charging the card.
* Provide accurate, realistic product and service descriptions.
* Offer excellent customer service and a customer-focused return policy.

#### Protect card-not-present payments

* Verify the cardholder address with Address Verification Service (AVS).
* Validate the three-digit CVV code.
* For large transactions, ship only to the billing address.

### Respond to a chargeback

1. Review the chargeback letter and its due date.
2. Upload all required documentation in [Merchant Portal](https://merchantportal.xplorpay.net/) by the due date.
3. Follow up within 24 hours to confirm that your documentation was received.
4. Respond to every retrieval request and chargeback immediately.

For questions about an active or closed chargeback, contact Merlin at **866.637.5467**. Have the case number from your letter and your Merchant Number (MID) ready.

### Recognize common chargeback reasons

* Dissatisfaction with merchandise or service
* Merchandise or service not received
* Unclear return or exchange policies
* Unauthorized or fraudulent charges
* Recurring charges that do not stop
* Unexpected currency conversion rates
* Transactions re-entered with an invalid or expired authorization code


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