Representing Chargebacks

When chargebacks occur, BlueSnap will notify merchants via email and the Chargeback IPN (if IPNs are enabled for your account).

You should never refund a transaction after a chargeback is received. Do not refund the shopper directly using cash, check, bank transfer, or another method, because you could potentially lose both the chargeback and refund amounts.

Upon receiving notification that a chargeback has occurred, merchants may Monitor, Accept or Represent chargebacks as described below.

When chargebacks occur, evaluate the most frequently seen chargeback reasons and consider modifying your site or business processes to reduce the likelihood of future chargebacks.

Monitor a Chargeback

To access chargebacks, log into BlueSnap’s Merchant Portal and select Chargebacks in the left-hand menu to navigate to Chargebacks911’s Client Portal. From the Chargebacks911’s Client Portal, click Chargebacks in the left-hand panel, then select the second Chargeback option that appears to see their full list of chargebacks.

Note: If you are the Admin user of the BlueSnap account, the Chargebacks911’s Client 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 in order to obtain your own Chargebacks911 login credentials.

Chargebacks911’s Client Portal will show merchants their chargebacks at all points in the chargeback life cycle. For each chargeback, it will display key details, including the associated payment, the chargeback amount, the response due date, and the reason for the chargeback. Merchants will be able to perform critical actions, including accepting and rejecting new chargebacks, viewing the status of chargebacks under review by the issuing bank, and looking at historical chargebacks.

Accepting a Chargeback

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

  • The chargeback reason is legitimate e.g., fraudulent transaction
  • The chargeback amount is too low, or the effort required to respond to the chargeback is not cost-effective.
  • The effort required to collect evidence to challenge the chargeback is high
  • The merchant lacks evidence compelling enough to challenge the chargeback

You may accept chargebacks from the Case Management area of the Chargebacks Dashboard in Chargebacks911’s Client Portal.

When chargebacks occur, evaluate the most frequently seen chargeback reason and consider modifying your site or business processes to reduce the likelihood of future chargebacks.

Representing a Chargeback

By representing a chargeback, you are indicating that you believe the shopper’s claim is invalid, and you can provide evidence strong enough to refute it.

Benefits of Representing a Chargeback

  • Potentially recover lost revenue
  • Prove to issuers and card brands that you take chargebacks seriously
  • Identify the root causes of chargebacks to help you take measures to prevent future disputes from occurring

Prioritizing and Selecting Chargebacks to Respond To

When representing a chargeback, consider that the chargeback life cycle can be lengthy and that you will be assessed a fee for each chargeback you represent. Prioritize representing chargebacks that allow you to recover as much revenue as possible and that meet the following criteria:

  • The underlying transaction is valid and the chargeback amount is high enough to make the process cost-effective.
  • You have compelling evidence contesting the underlying reason for the chargeback.
  • You had already refunded the payment prior to the shopper contesting it. Always be sure to dispute chargebacks when a refund was previously issued to a customer, to avoid being debited twice for the sale.

Using Case Builder to Respond

Merchants are required to respond to chargebacks by the response due date displayed in the Chargebacks dashboard in Chargebacks911’s Client Portal. Once a chargeback has expired, the merchant will not have the ability to respond to the chargeback – regardless of the evidence. All evidence that is submitted should be tailored to address the chargeback reason that is provided. See Representing Individual Chargeback Reason Codes for more details.BlueSnap, through its partner, offers 2 ways to represent chargebacks; via direct file upload to the Chargebacks911 Client Portal, or by using the step-by-step Case Builder, which provides a framework to help merchants collect and organize evidence. The Case Builder is accessible via Chargebacks911’s Client Portal.

Walkthrough Using Chargebacks911's Uploader

  • Using the options on the left of the screen, navigate to Chargebacks and then select Case Management.
  • To respond to a new chargeback, click on the New tab and then select Case Builder from the Actions options on the right of the screen.
  • Choose the sales method and fill in the customer information fields, then make the relevant choices from the Product Information section. You can choose a pre-defined category or product type or create your own custom product type.
  • In the transaction information section, indicate 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
  • To the best of your ability, completely fill in each field of the Purchase Details, Billing Details, Customer Details, Web Details, Shipping Details, and Additional Details sections of the builder. Including all these data points will help ensure you have the best odds of winning the chargeback.
  • Click Save & Continue
  • Upload any additional documentation that could be considered 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
  • Look over the Case Summary to ensure all the displayed data is correct.
  • Click Save & Continue
  • This is the last opportunity you have to submit any documentation in support of your dispute, so be 100% sure you have provided all the evidence you have before clicking the Submit Representment button.

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. The issuing bank may indicate that the merchant either Win or Loss the representment and the status of the chargeback will be updated accordingly in the Chargebacks911 dashboard. If the issuing bank agrees that the chargeback is invalid, the merchant wins and the status of Win will be displayed in the Chargebacks911 dashboard. If the issuing bank agrees with the shopper and the merchant loses, the Chargebacks911 dashboard will display a status of Loss.

It can take up to 80 days for the issuer to deliver a verdict on your representment. If the issuer resolves the case in your favor, BlueSnap will credit your account for the transaction amount. If the issuer resolves the case in the cardholder's favor, the transaction is canceled, and the transaction amount is not returned to your account.

In the Chargebacks911’s Client Portal, your represented chargebacks are broken out into six categories in Case Management: New, Assigned, In Progress, Completed, Not Disputed, and Expired.

  • New: chargebacks recently received
  • Assigned: chargebacks assigned to a specific analyst
  • In Progress: chargebacks worked and waiting to be sent out for processing
  • Completed: chargebacks with successfully processed representments pending the final outcome
  • Not Disputed: chargebacks a merchant has selected not to dispute
  • Expired: chargebacks beyond timeframes for representment

In the Chargebacks911’s Client Portal, under Support there are tutorials that identify Chargebacks, Case Management, and User Management and are helpful in visualizing how Chargebacks911 works.

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Notes

  • Disputing a chargeback does not guarantee the issuing bank will reach an agreement in your favor.
  • Chargeback dispute resolutions are not decided by BlueSnap and are solely determined by the rules and regulations set by the card payment brand.