If you’ve accepted credit card payments for a while, chances are you’ve heard about chargebacks (payment disputes). If you’re not familiar with the term, now is a great time to learn about a process that can directly impact your business. With RPC as your partner, enjoy peace of mind knowing we work on your behalf throughout the entire chargeback process.  While we can’t prevent disputes from happening or what the resolution may be, we will work hard to communicate every step of the process and advocate for you and your business.

What is a chargeback?

A chargeback is a charge that is returned to a payment card after a customer successfully questions or disputes a payment with their card issuer. A chargeback may occur on debit cards (and the underlying bank account) or on credit cards. We are happy to report that chargebacks on the RPC platform are extremely rare but we are set up to handle them efficiently when they do happen!

How do I find out about a chargeback?

When a chargeback/dispute is opened, we notify you immediately – by email, dashboard notification, and by updating the invoice status in your RPC account. We will also disable the invoice in question so there cannot be any further action taken until the chargeback process is complete.

I was notified of a chargeback, what should I do?

We will let you know who opened the dispute and the reason provided (see list below) in the initial email. Your RPC account manager will reach out within 24 hours of the chargeback to ensure you are aware and help with next steps as challenging the dispute quickly is important.

Below are the causes a client can cite when they initiate a dispute:

  • Credit not processed
  • Duplicate
  • Fraudulent
  • General
  • Product not received
  • Product unacceptable
  • Subscription canceled
  • Unrecognized

If you believe the chargeback is in error, you can challenge it.

Begin compiling any evidence/documentation supporting your charge. Examples of evidence are written communication, proof of delivery, photos, signed contracts, acknowledgement of terms, etc. We will let you know the deadline to submit the evidence – but we always recommend, the sooner, the better. Evidence can only be submitted once so ensure you have everything compiled before sending.

Who do I send my evidence to? 

Your RPC account manager – they will be in close contact with you throughout the process.

What happens with the charge under question/dispute?

Unfortunately, the amount disputed is automatically reversed from your account. This reversal is initiated by your client’s bank, and no adjustments will be made until the chargeback process is completed. 

Evidence has been submitted, what next?

The process is quite lengthy but we will notify you by email and dashboard notification as soon as a resolution is determined. The bank will make a decision somewhere between 60-75 days after the evidence due date. The decision is the bank’s alone and the outcome is final. If the dispute is decided in your favor, the funds will be returned to your account. If not, the funds will not be returned. 

Chargebacks are no fun and we hope you never have to deal with one! But at least you know that RPC has your back if you do!


Resources:
Stripe
Investopedia