Chargeback
The process in which a cardholder disputes a charge through their bank and the amount is taken back from the business depending on the outcome of the review.
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Why it matters
Chargebacks can be raised over orders claimed not to have been delivered, unrecognised charges or fraudulent transactions. For every dispute lost, extra fees are paid on top of the amount, and businesses with high dispute rates put their payment account at risk. Proof of delivery and clear order records are the basis for winning a dispute.
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Example
A customer opens a dispute saying the order never arrived. The shop sends the bank the courier's signed delivery record and the order correspondence; the dispute is decided in the shop's favour.
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Common mistake
Not keeping proof of delivery or not answering dispute notices in time. If the deadline passes, the business loses its right to defend itself.
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Related terms
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