How and when to defend a chargeback

When to defend a chargeback 

When a customer disputes a transaction, a reason code is assigned by the customer’s bank. 

Your choice to defend (or accept) a chargeback should depend on the reason code.

Tip: Save this list with all reason codes for future reference. Alternatively, log in to Essentials > Click Disputes > Select the dispute you want to learn about > View Reason Code. 

How to defend a chargeback 

The requirements for defending against disputes vary depending on the dispute reason. 

However, for all disputes, you must provide documents with details of the transaction to build a strong case. 

Note: Meeting the defense requirements doesn’t guarantee you'll win the dispute.

How to submit the required documents 

  • For disputes defended in Essentials, you can upload one complete document for each chargeback.

  • By default, acceptable formats for documents are JPG (10MB), TIFF (10MB), or PDF (2MB).

  • The maximum number of pages for an RFI is 4.

  • The maximum number of pages for a Chargeback document is 19.

  • For payment methods: Diners and Discover, the maximum file size is 3MB.

Tip: Learn for different types of disputes.