When a customer disputes a charge with their bank.
WHAT HAPPENS
The cardholder tells their bank they did not authorise or did not receive the purchase. The bank reverses the payment and asks your gateway for evidence.
WHAT YOU WILL BE ASKED FOR
Proof the order was placed and paid Proof of delivery, ideally signed or tracked Any communication with the customer Your terms and returns policy
WITHOUT EVIDENCE YOU LOSE BY DEFAULT
WHAT TO KEEP FOR EVERY ORDER
The order record with items, address and timestamps The dispatch record with courier and tracking reference Order notes recording any conversation Delivery confirmation
REDUCING THEM
Refund promptly when a customer asks. A refund costs less than a chargeback. Reply quickly to complaints, because most chargebacks follow a customer feeling ignored. Use recognisable descriptor text on the card statement, so customers recognise the charge. Confirm high-value or unusual orders by phone before dispatch.
WHY THEY MATTER BEYOND THE MONEY
Repeated chargebacks damage your standing with the gateway and can result in higher fees or account closure.
