What is a chargeback and how does it affect your business?

Chargebacks are one of the main challenges businesses face, especially in online payments. If you run an eCommerce or handle card payments, understanding what a chargeback is and how it can impact your business is key to protecting your revenue and maintaining profitability.

What is a chargeback?

Disputed transactions

A chargeback is a reversal of a transaction amount, requested by the cardholder directly from their bank—not from the merchant.

Unlike a standard refund, which is managed by the merchant, a chargeback is initiated by the customer’s issuing bank and can result in the merchant losing the funds.

This can happen for various reasons, such as incorrect charges, fraud, or when the product or service does not match the original description. Once a chargeback is requested, the transaction is cancelled and the money is returned to the customer’s account.

The chargeback system is designed to protect consumers against unauthorised purchases, fraud attempts or transaction errors—but if not handled properly, it can become a significant issue for merchants.

Why do chargebacks happen?

Common reasons for chargebacks

• Fraudulent transaction: The customer reports unauthorised use of their card due to theft or data breach.
• Item not received or not as described: The buyer claims the item never arrived or is significantly different from the description.
• Defective goods or services: The item is faulty or not functioning correctly.
• Transaction errors: Duplicate charges or incorrect amounts charged.
• Unrecognised transaction: The customer doesn’t recognise the merchant’s name on their bank statement.
• Customer dissatisfaction: Rather than requesting a refund, the buyer disputes the charge directly with the bank.
• Uncancelled subscriptions: The buyer believes they cancelled a service but continues to be charged.
• Refund not received: A refund was requested, but the customer never received the funds.

What should I do if I receive a chargeback?

When you receive a chargeback notification, you have two options: accept it or dispute it. Here’s when each makes sense:

Accept the chargeback if:

• You agree with the customer’s claim.
• The transaction should have been refunded.
• The chargeback amount is less than the cost of disputing it.

Dispute the chargeback if:

• You disagree with the customer’s claim.
• You have strong evidence supporting the transaction’s legitimacy.

Step-by-step chargeback process

Although timelines and details may vary slightly by bank or payment provider, chargebacks typically follow this process:

1. Customer complaint

The cardholder disputes a charge with their issuing bank—up to 120 days after the original transaction.

2. Initial review by issuing bank

The bank assesses the claim. If valid, the chargeback is initiated, the funds are returned to the customer, and the acquiring bank (merchant’s bank) is notified.

3. Merchant notification

The merchant receives the chargeback notification, usually via their payment gateway or virtual POS.

4. Merchant response (dispute)

If you wish to contest it, submit evidence such as invoices, shipping confirmation, customer communication, or service delivery details.

5. Pre-arbitration

If the issuing bank rejects the merchant’s evidence or either party contests the result, the case may move to pre-arbitration for further review and documentation.

6. Arbitration

If no agreement is reached, the card scheme (e.g. Visa, Mastercard) will review all evidence and make a final, binding decision.

7. Case closure

If the chargeback is upheld, the merchant permanently loses the funds. If it is reversed, the merchant gets the money back.

Merchants may also incur chargeback fees, and a high volume of chargebacks can lead to penalties or account restrictions from the payment provider.

How do chargebacks affect your business?

The impact of chargebacks in your business

Despite appearing similar to regular refunds, chargebacks come with additional costs and consequences:

• Loss of the sale value and the product/service delivered
• Extra chargeback fees from your payment processor or bank
• A higher chargeback ratio can damage your financial reputation
• Risk of restrictions or penalties from payment providers
• Time and admin resources spent disputing chargebacks
• Potential customer loss due to poor payment experience
• In severe cases, businesses can lose the ability to accept card payments

How to prevent chargebacks in eCommerce

Best practices to reduce chargeback risk

Here are some effective ways to reduce chargebacks through improved payment processes and customer service:

1. Secure authentication & reliable payment methods

• Implement 3D Secure (3DS): Adds an extra verification step to prevent fraudulent payments.
• Use fraud-detection tools: Choose a payment provider with AI-based fraud prevention systems that detect and block high-risk transactions.

2. Clear communication & transparency

• Real product images and detailed descriptions: Helps manage expectations.
• Recognisable merchant name: Avoid chargebacks by using a clear name in bank statements.
• Clear return policy: Publish a visible and easy-to-understand return policy to discourage bank disputes.

3. Fast, helpful customer support

Easy-to-access support channels: Offer multiple contact options to resolve issues quickly.

• Automated replies for FAQs: Chatbots or help centres can prevent unnecessary disputes.

4. Order tracking and documentation

• Keep delivery proof: Tracking numbers and confirmation emails are essential in disputes.
• Document all communication: Emails, chats and calls can be used as supporting evidence.

5. Ongoing chargeback monitoring

• Track chargeback patterns: Identify products or services with frequent issues and act proactively.

Manage chargebacks more effectively with PaynoPain

A secure payment gateway for your eCommerce

Understanding what a chargeback is and how it affects your business is the first step towards managing it effectively. Although chargebacks are part of the payment ecosystem, an excess can seriously impact your profitability and your reputation with banks.

Having a secure and reliable payment gateway, like PaynoPain’s, alongside clear policies and a great customer experience, can make all the difference and help you reduce such incidents.

Need help managing chargebacks in your business? Fill in our contact form and a payments expert will get in touch with you.