A cardholder or card issuer can place a dispute on a transaction, resulting in a chargeback. Reasons include: investigation of a fraud case, dispute over merchandise quality, failure to receive merchandise or improper pricing of merchandising. Your account is debited and you must provide proof that the transaction is valid and satisfactory to the rules/regulations of Visa/MasterCard to get the money back.

For more details please read the following:

Facts About Retrievals and Chargebacks

Frequently Asked Questions

I have just received a letter advising of a chargeback or a retrieval request – what is this?
A chargeback is a transaction/debit that an issuer returns to an acquirer because of a dispute between the cardholder and/or their issuing bank and a merchant, usually because of fraud, dissatisfaction on the part of the cardholder with service or merchandise or non-authorisation by cardholder. If you receive a chargeback notification or chargeback retrieval request you must reply to this as quickly as possible.

Where do I need to send my chargeback documentation to?

Chargeback documentation must be sent to the fax number and within the timeframes indicated on the letter. Please always attach the barcode letter to your correspondence or state the case number in your correspondence. Fax communication is the most efficient way. If you are unable to send the documentation by fax, please send the documentation to the Elavon address stated on the letter.

What do I do if I don’t agree with the chargeback?
Elavon will assist you in every possible way to defend a chargeback. You should proceed as advised by Elavon in the letter and provide as much supporting documentation and information relating to the disputed transaction as possible within the timeframe stipulated.

How long should I keep transactional documents/information?
Elavon recommends you to keep all transactional documentation for at least 18 months from the transaction date.

I was given an authorisation code for the disputes transaction, why do I receive a chargeback?
An authorisation code does not guarantee that the payment will not be disputed at a later date (not all chargeback reason codes are related to the authorisation code - for example goods not delivered, duplicate processing, etc.); it is a confirmation of the validity of the card number and that the account was not overdrawn at the time of the authorisation request (online authorisation). You should also be aware that cardholders may not realise that their card is being used fraudulently until they receive their card statement from the bank/issuer.

I have accepted a card that has expired, will I receive a chargeback?
Most likely, you must always check the expiry date and never accept a card that is no longer valid. Always check valid from/to dates.

Why has it taken so long until the chargeback was debited, after I have supplied the information requested by Elavon?
A dispute can continue for many months, especially if a cardholder still challenges the transaction information provided but it is still within timescales stipulated by the Card Associations (Visa, MasterCard etc.).