Understanding Chargebacks: Who Decides the Outcome

When a cardholder disputes a transaction, a chargeback is created. Live Payments does not decide the outcome. The decision is made by the cardholder bank (the issuing bank) and, in escalated cases, the card network (Visa or Mastercard).

1. Dispute Raised: The cardholder contacts their bank (the issuing bank) to dispute a transaction.

2. Chargeback Issued: The issuing bank reviews the claim and, if valid, initiates a chargeback.

3. Live Payments (Acquirer Role): We forward the chargeback notice to you and support you in providing evidence to challenge the dispute.

4. Evidence Reviewed: The issuing bank reviews your evidence.

5. Decision Made: The issuing bank (and, in escalated cases, the card network) makes the final decision.

• Provide timely, clear evidence to support the transaction.

• Keep accurate records (receipts, delivery proof, policies).

• Respond by the stated deadline.

• Receives the cardholder dispute.

• Reviews your evidence.

• Makes the initial decision.

• Forwards chargeback notices to you.

• Supports you in preparing evidence.

• Submits evidence in the correct format.

Important: Live Payments acts as a facilitator in the process - we make sure your evidence is submitted promptly and in the right format. However, the final decision always rests with the cardholder bank or the card scheme.