Customer claims they didn’t receive chargeback funds

Once a chargeback is raised, the chargeback amount along with the dispute processing and scheme fees are withdrawn from your merchant account. The funds are transferred to the customer's issuing bank.

If the chargeback status is lost, this means the chargeback amount returned to the customer. Depending on the payment method, the customer's bank and other factors, it may take some time before the customer has access to the funds from the chargeback. As a merchant, you cannot speed up this process. Customers should be made aware that a chargeback may take longer than a refund processed by their merchant. 

If your customer claims to not have received the funds from the chargeback, you can advise them to contact their issuing bank since they have the hold of the funds.