Managing Chargebacks

Retrieval Requests

We recommend that you respond to all retrieval requests. A response to a retrieval request doesn't guarantee that a chargeback won't occur, but it might stop a chargeback. In many cases, the cardholder does not recognize the transaction, so providing basic transactional information can sometimes be sufficient to end the dispute. Not responding to a retrieval request might impact the merchant's rights to contest a chargeback.  

Chargebacks  

When a chargeback occurs, BlueSnap will notify the merchant via email or the Chargeback IPN (if IPNs are enabled for your account).  

BlueSnap has partnered with Chargebacks911 to provide you with the capability of monitoring, accepting, and representing (fighting) chargebacks. You can also access impactful reporting and analytics in the Chargebacks911 portal. To access the Chargebacks911 portal, log in to BlueSnap's Merchant Portal and select Chargebacks in the left-hand navigation menu. 

Note: If you are the admin user of the BlueSnap account, the Chargebacks911 portal opens in a new tab. If you are not the admin user, please contact the admin user of your company's Chargebacks911/ BlueSnap account to obtain your Chargebacks911 login credentials.  

Once you log in to the Chargebacks911 portal, use the options on the left of the screen to navigate to Chargebacks and then select Chargebacks to see your full list of chargebacks. You can manage chargebacks on your own, or you can choose to have our team of professionals handle chargebacks on your behalf. Learn more about dispute management service levels here.

Pre-Arbitration  

Responding to a pre-arbitration case is risky and not recommended, even if you have additional evidence. Pre-arbitration cases decided in favor of the shopper can result in the card network assessing fees of $500 or more, in addition to any fees they've already paid out during the previous stages. Since responding to a pre-arbitration may result in high fees if the merchant loses and the likelihood of a merchant winning is low, BlueSnap does not recommend or support responding to a pre-arbitration case.  

Monitor a Chargeback  

Once you log in to the Chargebacks911 portal, click  Chargebacks in the left-hand navigation panel, and then choose Chargebacks again from the options. This portal area shows details for each chargeback at every stage of the chargeback life cycle, including the associated payment identifiers, the chargeback amount, the response due date, and the reason for the chargeback. You can use the advanced search parameters to adjust the data you view; search for a single chargeback, chargebacks from a specific card type or a particular reason code, or download all your chargeback data in CSV, Excel, or PDF format. This area is informational only; all the action happens in the Case Management area. 

Click Chargebacks in the left-hand navigation panel, and then choose Case Management  from the options. This area of the portal allows you to perform critical actions. You can assign chargebacks to your team members, accept or fight new chargebacks, and view the status and outcome of chargebacks you disputed.  

Accept a Chargeback  

By accepting a chargeback, you acknowledge that it is valid and that the shopper should get their money back, which may be the best option when:  

  • The chargeback reason is legitimate, e.g., a fraudulent transaction.  
  • The chargeback amount is too low, or the effort required to respond to the chargeback is not cost-effective. 
  • Sufficient evidence compelling enough to successfully challenge the chargeback is not available. 

Prioritize and Select Chargebacks to Represent  

It's best to prioritize representing chargebacks that allow you to recover as much revenue as possible. Considering the following criteria:  

  • The underlying transaction is valid, and the chargeback amount is high enough to make the process cost-effective.  
  • You have enough compelling evidence to overturn the chargeback, or you have proof of a refund before the chargeback. Always dispute chargebacks when you previously issued a refund to a customer to avoid being debited twice the disputed amount. 

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Important Notes

  • You should always respond to a chargeback on a previously refunded sale with proof of the refund and a description of how the refund is related to the disputed charge.
  • Disputing a chargeback does not guarantee that the issuing bank will resolve the chargeback in your favor.  
  • BlueSnap does not decide chargeback outcomes. The shoppers' issuing banks determine the results, following rules and regulations set by the card payment brand.  
  • You should never refund a transaction after a chargeback is received. You could lose both the chargeback and refund amounts.  
  • You are required to respond to chargebacks you choose to represent by the Due Date displayed in the Case Management area of the Chargebacks911 portal. Responses are due approximately ten days after the chargeback was created (3-4 days for chargebacks from Latin America). Once a chargeback has expired, you will lose the ability to respond to it. If you decide not to represent the chargeback or should you fail to respond in the time allotted, you will automatically lose the chargeback, and the funds will remain with the shopper.

Represent a Chargeback  

By representing a chargeback, you are telling the issuing bank that you believe the shopper's claim is invalid and have evidence strong enough to prove it. You should tailor evidence to address the chargeback's reason code. Visit Representing Individual Chargeback Reason Codes for a detailed list of the recommended evidence for each card brand, product type, and reason code. 

Contacting the Shopper  

Upon receiving a chargeback, you might consider contacting the shopper, as the chargeback may have been a mistake (e.g., the shopper did not recognize the statement descriptor on their statement). If the shopper does agree to withdraw their dispute, you must still respond to the chargeback by letting the card issuer know that the shopper acknowledged that the payment was valid. Provide written or photographic proof that you resolved the dispute directly with the customer. An email or letter from the customer stating they no longer wish to contest the transaction is an example. You must respond to the chargeback even if the shopper agrees to withdraw the dispute.  

Make the Representment Easy to Review  

Some issuers use older technologies to access and review responses, so be sure that any screenshots, images, or text you include are clear enough for the reviewer to see if they print your representment on paper. Here are some tips:  

  • Do not include links - issuers will not click links included in representments. Take screenshots to illustrate what shoppers see on your website. 
  • Use a 12-point sans serif font.  
  • Images should fit on a printed page and always be black and white, never color.  
  • Keep your response succinct - issuers might not review everything you submit if your response is too long. Try to keep your representment document under 15 pages. 
  • Emphasize pertinent information with formatting (e.g., bold, underline, or italics). 
  • Call out compelling evidence on your first page (consider it a cover letter). For example: 
    Wilma's Bar and Grill sells high-quality brontosaurus burgers at hard-to-beat prices. Our website is "www.wilmas-bar-and-grill.com," and our statement descriptor is WILMA_8889997654.
    Dec 3, 2021 9:21 am PST — Betty Rubble purchased a Bronto Burger for $9.99 using Visa ending 9999 from "www.wilmas-bar-and-grill.com", from IP address 111.111.1111.
    Dec 3, 2021 11:42 am PST — Betty contacted us requesting a refund, and our Customer Support Team informed her that a full refund would be issued the following day (screenshots of emails between our CS team and Betty Rubble, page 5)
    Dec 4, 2021 — Our Customer Support Team issued a full refund of $9.99 to Betty's Visa ending 9999 and emailed her to let her know the refund had been issued (page 5).
    Dec 6, 2021 — Betty's bank issued the chargeback for $9.99.
    Betty's issuing bank assigned chargeback reason code 10.4 to this dispute, indicating the purchase was fraudulent in a card-not-present environment.
    We used 3DS to authenticate this purchase and obtained AVS and CVV match codes at authorization (page 2).
    Betty Rubble had shopped with us before and did not dispute those charges as fraud. Betty's username used to log in to "www.wilmas-bar-and-grill.com" is her email address, "[email protected]".
    Betty's user account was accessed from IP address 111.111.1111 at least 3 times over the past 3 months, as evidenced by the screenshots of our usage logs (page 3). She made 3 prior undisputed transactions for the same or similar product tied to Visa ending 9999 and IP address 111.111.1111 (page 4).
    Our terms and conditions (pages 7-9) clearly outline our refund policy and indicate refunds may not show up in shoppers' accounts immediately; there may be a 3–5-day delay. We also reminded this customer about the possibility of a delay in our email confirming the refund (page 5). Betty checked the box at checkout, indicating she had read and understood our terms and conditions (page 10).
    We believe this customer initiated this chargeback because she was dissatisfied with the product or service and claimed the charge was fraudulent, even though our team immediately issued a refund. We have provided ample evidence illustrating that the charge was legitimate. We maintain that this dispute is invalid and ask the issuer to reverse this chargeback.

Walkthrough Using Chargebacks911's Case Builder  

Video guide (no sound)

  1. Using the options to the left of the screen, navigate to Chargebacks and select Case Management. 
  2. To respond to a new chargeback, click on New tab and select Case Builder from the Actions options on the right of the screen.  
  3. Choose the sales method, fill in the customer information fields, and then make the appropriate choices from the Product Information section. You can choose a pre-defined category or product type or create a custom product type. 
  4. The transaction information section indicates whether the product is a physical good (shippable transaction), a service, or a subscription-related product. If your product fits none of these descriptions, leave them all set to  No.  Click  Save & Continue .
  5. To the best of your ability, complete each field of the Purchase Details, Billing Details, Customer Details, Web Details, Shipping Details, and Additional Details sections. Including all these data points will help ensure you have the best odds of winning the chargeback. Click Save & Continue. 
  6. Upload any additional documentation that could be evidence that the chargeback is invalid. Each chargeback reason code has different required or recommended evidence (see Recommendations Based on Card Brand, Product Type, and Reason Code).  You should upload all documents in JPG format. Individual files should not exceed 2MB. The maximum total size must be 10MB or less. Choose the document type from the options. Click  Save & Continue .
  7. Look over the Case Summary to ensure all the displayed data is correct. Click Save & Continue. 

You should be 100% sure you have provided all the evidence before clicking the Submit Representment button because this is the last opportunity you have to submit any documentation supporting your dispute. 

Walkthrough Using Chargebacks911's Uploader  

  1. Using the options on the left of the screen, navigate to  Chargebacks and then select Case Management.  
  2. To respond to a new chargeback, click on New tab and select Upload Representment from the Actions options on the right of the screen.  
  3. Build your response using the best evidence you have. Use BlueSnap's Chargeback Response Template and Recommendations Based on Card Brand, Product Type, and Reason Code. 
  4. Drag and drop your response document(s) or click the upload icon to browse files on your computer (maximum total size must be 10MB or less).  
  5. Check to be sure your file(s) uploaded successfully.  

You should be 100% sure you have provided all the evidence before clicking the Submit Representment button because this is the last opportunity you have to submit any documentation supporting your dispute. 

Click the Upload button to send the document. You cannot un-send documents once you click this button, so be sure your response is correct and complete before clicking.  

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Chargeback Representment Upload API

If an API meets your needs better, you can use our Chargeback Representment Upload API request.

Chargeback Response Template  

You can use the template below to create your own chargeback response.  

Resolution  

After you represent a chargeback, the next step is for the issuing bank to review any evidence that you have submitted and deliver a verdict. BlueSnap will update the outcome of the chargeback accordingly in the Chargebacks911 portal:

  • If the issuing bank agrees with your assertion that the chargeback is invalid, the portal will display the outcome of Win in the Chargebacks911 dashboard, and BlueSnap will make a credit adjustment to your account. 
  • If you choose not to fight a chargeback, or if the issuing bank decides your evidence was insufficient, the Chargebacks911 dashboard will display an outcome of Loss, and the funds will remain with the cardholder.  

Pre-arbitration/second chargeback cases are reported separately in the Chargebacks911 portal. A chargeback with two records, one with the outcome Win and another with Second Cycle in the Cycle column, should be considered a net loss, as the issuer decided this chargeback in favor of the cardholder in pre-arbitration.  

Note: It can take up to 120 days for the issuer to deliver a final verdict on your representment.