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Disputes and Chargebacks

Chargebacks​

When customers pay by credit-card, they have the possibility to reverse the transaction after the purchase or order delivery. This cancellation of a forced payment by the debtor is called a chargeback. Chargebacks usually occure when a debtor disputes a transaction or alleges fraudulent activity.

Information on a chargeback​

The getpaid support team will help platforms to manage any chargebacks. Once a chargeback occurs, getpaid will inform the platform via email referencing the transaction that was disputed.

Responding to a chargeback​

After being informed of a chargeback, platforms can work with their merchants on how to respond to the dispute. In case the merchant wants to object to a chargeback, it is essential to respond to the claim as soon as possible. Before responding, it is important to review the chargeback notice and determine the reason for the chargebacl. Chargebacks notices include the reason for the chargeback by through a dispute code.

In order to respond to a chargeback, merchants have to provide

  • the confirmation of the related order
  • the confirmation of the delivery of the related order
  • any other supporting documents regarding the validity and the legitimacy of the transaction (e.g., email correspondance with the customer)

After collecting the information by their merchants, platforms have to provide all related documents to chargeback@getpaid.io . Please always specify the id of the payment returned by the /payment API.

getpaid will then hand in the objection in the merchant's name. Communication of the response will be made to the platform who can then inform its merchants on the outcome of the chargeback.

Costs of a chargeback​

For each chargeback, costs of 25€ will be due by cancellation. In the event of reimbursement initiated by the creditor, the same cost as the collection cost will apply for the reimbursement. getpaid will deduct these fees from the platform balance. The platform is itself responsible for collecting the chargeback fee from its merchants.