Understanding Chargebacks

A chargeback is when a customer disputes a payment with their bank. The money can be pulled from your account while the customer bank investigates.

• The customer did not receive what they paid for.

• They do not recognise the business name on their statement.

• They claim the payment was fraudulent.

• You may lose both the product/service and the payment.

• Too many chargebacks can affect your ability to accept cards.

• Provide clear, itemised receipts (including contact details).

• Use a recognisable trading name on statements.

• Describe products/services clearly at checkout.

• Keep proof of delivery or service completion.

• Respond quickly to any chargeback request.