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Documentation Index

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Definition

A chargeback occurs when a cardholder contacts their card issuing bank to dispute a payment.

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The Chargeback Process

  1. A cardholder identifies a problem with a transaction.
  2. The cardholder contacts their bank or credit card company requesting a refund.
  3. The card issuer investigates the claim’s validity.
  4. If justified, the issuer provides provisional credit to the cardholder.
  5. The chargeback process begins, with funds debited from the merchant’s account.
  6. UQPAY receives a Notification of Chargeback and Request for Information.
  7. The merchant receives notification via email with a dispute listing.
  8. The merchant must respond by uploading supporting documentation.
  9. UQPAY forwards merchant evidence to the card issuer.
  10. The card issuer makes a final determination based on card network regulations.
  11. All parties receive notification of the decision.

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Common Dispute Reasons

Cardholders typically dispute payments for reasons including:
  • Non-receipt of goods or services
  • Unauthorized transactions
  • Card validity issues (expired or not yet valid)
  • Defective or mismatched merchandise
  • Duplicate processing
  • Processing errors or incorrect amounts

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Outcomes

Merchants who provide satisfactory documentation may have the dispute upheld and funds returned. Without adequate evidence or timely response, the chargeback is automatically valid and funds are lost. UQPAY applies an administration fee to process chargebacks.