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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be a $15 non-refundable fee for the chargeback that is assessed when the chargeback is originally filed; this will be withdrawn from your merchant account, or your bank account if the funds are not available in your merchant account.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.

 

Do I always need to supply evidence if I want to contest a chargeback?

There are two types of chargebacks that WePay will contest automatically, and they do not require additional documentation from merchants. These types are recognition chargebacks and refunds. If you receive one of these chargebacks, you will be notified via e-mail, but you will not need to take any action.

 

I just won this chargeback, so why am I getting a chargeback on the same transaction again?

When you receive another chargeback on the same transaction, it is called a “second chargeback” or a “pre-arbitration”. At this stage, the cardholder’s bank needs more evidence from you in order to resolve the dispute.

If you pursue pre-arbitration and the cardholder’s bank still wants to dispute the chargeback, it will then enter the arbitration stage.

For select cases, WePay will work with you to contest in the pre-arbitration stage. We will contact you at the e-mail address associated with your WePay account. We recommend contesting if you have new or compelling evidence, otherwise the card association will most likely rule in favor of the cardholder.

In order to contest at the pre-arbitration stage, you will need to provide a rebuttal letter detailing the events that led to the chargeback, as well as any new evidence to support your case (you will also need to provide required documentation based on your chargeback type). If you decide to contest, the card network will assess a fee, and there will be a $15 WePay fee unless otherwise noted.

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