How to Respond to a Chargeback

This article aims to remove confusion in the chargeback dispute process.

For more information, see our "What is a Chargeback" article to understand better what a chargeback is.

Chargeback notifications will arrive by U.S. mail and must be responded to as quickly as possible. Notifications will contain the following information:

  • Date of chargeback
  • Due date of response from the merchant
  • Chargeback reason
  • Card number
  • Amount of disputed transaction
  • Additional transaction details

Once a notification is received, the choice should be made to accept the chargeback by taking no action or refuting it by replying with all requested documentation. Documentation requirements will vary but typically consist of paperwork proving that the product or service was provided to the cardholder, such as an invoice, receipt, agreement, notice of terms, signed authorization form, etc.

The deadline for responding to a chargeback is seven calendar days from when the chargeback notice is sent to the merchant. This means that by the time a chargeback notice is received, there may only be a few days remaining for a reply to reach the chargeback department.

Chargeback rebuttals can be sent by fax or U.S. mail and must be received by the deadline outlined in the notice. The chargeback department's mailing address and fax number will be listed on the notice.

These strict timelines can be difficult to meet, but depending on your merchant ID, some tools allow instant online access to chargeback notices and convenient electronic uploads of response documents.

Merchant IDs beginning with 444, 01, and 08 can manage disputes directly in Stax Pay

If you need assistance within Stax Pay, please call 1-(855) 550-3288 ext. 2.

Merchant IDs beginning with 5200 can manage disputes directly in AccessMyIQ with Dispute Manager.

Please submit a support request in order to have Dispute Manager added to your account. For assistance with your chargeback, please call (800) 667-9573 for help.

Merchant IDs beginning with 4983, 4987, 5121, 5179, 5185, 5347, 5353, or 5544 can log in to Business Tracks to manage your disputes.

If you need assistance within the Business Tracks portal, please contact 1-(800) 858-1166.

Merchant IDs beginning with 3930, 5436, or 8739, please log in to Translink to manage your disputes.

If you need assistance within the Translink portal, please contact 800-654-9256 Option 1 > 1 > 3.