We understand that having a chargeback claim declined can be disappointing.
When can a chargeback be initiated?
A chargeback is a formal dispute process established and designed to help cardholders in specific situations, including:
Unauthorized use of a card
Fraudulent transactions
Non-receipt of goods or services
Duplicate charges
Processing errors
Certain merchant-related disputes that meet card scheme requirements
To proceed with a chargeback, the information and evidence provided must satisfy the requirements established by the relevant card provider.
Why was my claim declined?
A claim may be declined when the information or supporting documentation provided does not meet the necessary requirements for dispute initiation.
Examples may include:
The transaction was authorized by the cardholder
The merchant provided the goods or services as described
The transaction was processed in accordance with the merchant's disclosed terms and conditions
Insufficient evidence was provided to support the dispute
The circumstances do not fall within an eligible chargeback category
Subscription and recurring payment disputes
In some cases, customers may believe they have been charged unfairly for a subscription. However, if the subscription terms, pricing, renewal conditions, or cancellation requirements were disclosed by the merchant before the purchase was completed, the transaction may not qualify for a chargeback.
The chargeback process is not intended to resolve disputes arising solely from dissatisfaction with a merchant's pricing model, subscription structure, or commercial practices where the relevant information was made available prior to the transaction.
Can my claim be reviewed again?
Once a final decision has been reached and the case has been assessed against the applicable requirements, no further action can be taken on the dispute.
Please note that the decision is final.
What can I do if I disagree with the merchant?
If you believe a merchant's practices are misleading or unfair, you may wish to:
Contact the merchant directly to seek a resolution.
Contact your local consumer protection authority.
Seek guidance from a consumer rights organization in your jurisdiction.
These organizations may be able to advise you regarding any rights or remedies available under applicable consumer protection laws.
Need further assistance?
If you have further questions, our Support Team will be happy to assist!