How can we help?

What is it?

Disputes are an unavoidable part of running a business today - especially with more and more transactions taking place online. Since running your business doesn't involve dealing with disputes every day, they take a lot of time and create a lot of guess work to determine the best information to provide to resolve the claim in your favor.

We know that as a small business owner you have a lot on your plate. That's why we developed our Managed Chargeback Service, however if you prefer to manage chargebacks yourself then the self service option is available as well.

 

Process

• When you receive a dispute while using the Self Service, an email will be sent notifying you that you have received the chargeback and what to do to contest it. The email will include instructions on what evidence to submit and directs you to the Disputes page in the payment portal.

• An email notification will be sent to your business notifying you the evidence has been uploaded and letting you know we're waiting for a decision. The evidence you upload will be immediately visible from the Disputes Details module on the Disputes page, if you wish to review what was submitted.

• Once a dispute has been won or lost, we will notify your business of the outcome via email. This outcome is also visible on the Disputes page in the Dispute List.

• Dispute details can be viewed from the Disputes page on the Payment Portal at any time.

• If your business prefers to have us manage chargebacks for you (recommended), you can opt into the Managed Chargeback Service anytime by going to the Payments Portal > Account > Profile > Managed Chargeback Service: Toggle ON. If you opt in, you will stop paying $15 per chargeback and we will handle all disputes for you. You can opt back out at any time by doing the same changing the toggle to OFF.

 

Pricing

• $15 per chargeback.

• Merchants using the Managed Chargeback service pay $19 per month and the standard $15 per chargeback is waived.

 

Disabling/Enabling Managed Chargeback Service

If you prefer to manage chargebacks yourself, you can opt out of the Managed Chargeback Service anytime by going to the Payments Portal > Account > Profile > Managed Chargeback Service: Toggle to OFF.

If you opt out you can view and manage all chargeback details via the new disputes page in the payments portal and you will resume paying the $15 per chargeback. You can opt back in at any time by following the same processes and changing the toggle to ON.