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How do I concede to or challenge a chargeback?

 To concede to the chargeback:

  1. Click on the “Concede” button within the e-mail notification you received.
  2. Alternately, you can log into your merchant portal, click the Reporting tab, navigate to the Chargebacks tab and choose the "Concede" option.

 

Here's a view of the concede page:

 

What happens after I concede a chargeback?

If you concede a chargeback, you accept responsibility and the money is not returned to your account.

 

To challenge the chargeback:

  1. Click on the "Challenge" button within the e-mail notification you received. 
  2. Alternately, you can log into your merchant portal, click the Reporting tab, navigate to the Chargebacks tab and choose the "Challenge" option.

 

Here's a view of the challenge page: 

 

What happens after I challenge a chargeback?

Once WePay receives your response and any supporting evidence, we will contest the chargeback with the cardholder’s bank on your behalf. There may be a $15 non-refundable fee for the chargeback that is assessed when the chargeback is originally filed; this will be withdrawn from your merchant account, or your bank account if the funds are not available in your merchant account. If you win the chargeback, WePay will immediately send you a notification and release the disputed funds back to your account. Due to timelines for card networks and issuing banks, the chargeback can take up to 45 days to be resolved.

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