What is a Chargeback?
A Chargeback is the process in which a cardholder requests the return of funds, often because they are disputing the transaction due to unauthorised or fraudulent activity, unsatisfactory goods or services, or clerical errors.
You can dispute a Chargeback - to stop the funds being refunded from your account back to the cardholder - by presenting evidence that the Chargeback was unwarranted based on the card issuers' rules. The issuing bank provides a Reason Code indicating the dispute reason and required process. Fees apply at various process stages to cover associated costs.
Notification Email Settings
To ensure you receive these Chargeback and Fraud notifications, it’s essential to provide an email address in the GuestPay Hub. Once an email address has been entered, notifications from that date onwards will be sent.
⚠️ Important: Please note that the Chargeback and Fraud email notifications are supplementary and should not be relied upon. Please ensure you monitor Omnipay for Chargeback transactions, as explained in this article. If you are part of a group of sites, depending on the configuration at Trust Payments, you may receive these notifications for the whole group.
The email notification will contain basic information relating to that case. However, you can log in to the Omnipay RAM tool to access further details.
Review Chargebacks
To review Chargebacks within OmniPay, follow the steps below:
Log in to OmniPay.
If you are having issues logging into the Omnipay RAM tool, please contact support.
Navigate to the Chargebacks tab, and select Case List.
Input your Merchant ID (MID), and click Change.
Select status as All from the drop-down menu.
Select a Posting Date range, to narrow down the results.
Select the Transaction Kind from the drop down menu.
Within the limit results field, select No Max.
Click Search.
Once the search results are generated, you can click on the hyperlinked Case ID or ARN to open details on the specific item. All information relating to the Chargeback transaction will be found here.
⚠️ Important: Omnipay RAM Tool does not contain customer detail information. This system is for Chargeback case management.
All Chargebacks received are set to status Closed. The Chargeback amount is also debited.
Respond to Chargebacks
When choosing how to respond to a Chargeback, it is important to understand the following:
Chargeback stages - to understand the stages of a Chargeback and the timeframes for challenging the Chargeback.
Chargeback reason codes - to understand the cardholder's reason for the Chargeback and to determine the type of evidence you need to provide.
Chargeback fees - to understand the fees applied to different steps of the process.
You can then choose to either: challenge the Chargeback or accept the Chargeback.
Accept a Chargeback
Should you wish to accept liability for a Chargeback received, there is no further action to be taken.
⚠️Important: Do not issue a credit if a Chargeback has been received, as the customer will have already received the dispute amount when the dispute was raised.
If you accept the decision, we do recommend taking steps to address any concerns raised to reduce the likelihood of further Chargebacks in future. You can use the Chargeback Reason Codes to help you identify the concerns raised by cardholders. Card schemes will monitor your transactions for high Chargeback rates to protect customers and promote fair practices. Merchants with Chargeback rates exceeding 1% of their total transactions may trigger further investigation to identify any problematic behaviour or policy violations.
Challenge a Chargeback
If you wish to challenge a Chargeback, it is important to understand the:
Chargeback stages - to understand the stages of a Chargeback and the timeframes for challenging the Chargeback.
Chargeback reason codes - to understand the cardholder's reason for the Chargeback and to determine the type of evidence you need to provide.
Chargeback fees - to understand the fees applied to different steps of the process.
To challenge a Chargeback, you will need to submit evidence that counters the evidence provided by the card issuer to justify the Chargeback. If you wish to challenge a Chargeback, evidence to be sent directly to [email protected].
⚠️Important: If this is the first stage of the dispute, documents must be received by Trust Payments within 10 days of the date of notification, and for all other stages within the Chargeback process, different timeframes exist.
Evidence should be submitted in a single document that meets the following requirements:
File name: The file name should be the Acquirer Reference Number (ARN), e.g. “Representment / challenge - 85297866356650683623606”
Format: Must be PDF, file size 10MB or less. Maximum of 18 pages. To merge documentation, you may make use of online tools.
Evidence: All proofs, including your detailed summary of the facts for example, invoices, emails. highlighted terms and conditions. Do not include full card numbers, partial card numbers are acceptable. Audio and Video files will not be accepted. The type of evidence you will provide is based on the chargeback reason code.
Language: All content must be written in English.
📌Note: If cases are sent in bulk, it’s important to send them in a Zipped file.
Further information about Chargebacks can be accessed on the Trust Payments website.