How to assist a cardholder with a transaction reversal
If a cardholder asks for a transaction reversal, also known as a chargeback or dispute, it's important to follow the proper steps to raequest a refund from the merchant. Here’s how to guide them:
- Confirm the transaction is completed: Only completed transactions are eligible for a refund or chargeback. Pending transactions cannot be reversed or refunded until they are fully processed.
- Instruct the cardholder to contact the merchant directly: The first step is for the cardholder to request a refund from the merchant. Often, this resolves the issue without needing further action.
- If the merchant refuses a refund: If the cardholder believes they are entitled to a refund but the merchant is uncooperative, then you need to get in touch with us and raise a dispute.
Information needed for a dispute
To ensure the dispute is handled quickly and effectively, we will need the following details from the cardholder:
- A clear description of the situation, including what was purchased and the reason for requesting a refund. Encourage them to provide as much factual information as possible.
- Any proof they can provide, such as receipts, invoices, or links to the product or service purchased online.
- Copies of all communication between the cardholder and the merchant, to demonstrate the steps they took to resolve the issue.
Once you have this information, submit it through the appropriate dispute channels, and we will proceed with the chargeback process. We will notify you of the outcome. If the chargeback is successful, the cardholder will receive a refund for the agreed amount. This may be all or part of the disputed transaction amount.