Glossary

Chargeback is a financial term that refers to the process of reversing a payment made by a customer through their bank or credit card company. It typically occurs when a customer disputes a transaction, often due to various reasons such as fraud, product dissatisfaction, or non-delivery of goods or services. Chargebacks serve as a consumer protection mechanism, allowing individuals to seek refunds and resolve problematic or unauthorized transactions. This process involves the customer contacting their financial institution to initiate the chargeback, providing evidence or documentation to support their claim, and the funds being returned to the customer's account.

When a customer experiences fraud, such as unauthorized use of their credit card or identity theft, a chargeback can help safeguard their financial interests. By disputing the transaction, the customer alerts their bank or credit card company to investigate the fraudulent activity and recover the funds. The chargeback process requires the customer to provide details about the unauthorized transaction, supporting evidence such as receipts or communication records, and any relevant information to aid in the investigation.

Product dissatisfaction is another common reason for initiating a chargeback. If a customer purchases a product or service that does not meet their expectations or is significantly different from what was advertised, they may choose to dispute the transaction. In such cases, the customer must typically provide evidence that they attempted to resolve the issue with the merchant directly, such as through communication records or returned merchandise, before initiating the chargeback. The financial institution then assesses the validity of the claim and determines if the customer is eligible for a refund.

Non-delivery of goods or services is yet another scenario where chargebacks come into play. If a customer pays for an item or service but does not receive it within a reasonable timeframe or as agreed upon, they have the right to dispute the transaction. To initiate a chargeback in this situation, the customer must provide evidence of their attempt to resolve the issue with the merchant, such as tracking numbers, shipping details, or correspondence. The financial institution will then review the case and may provide a refund to the customer if the evidence supports their claim.

It is important to note that chargebacks can have consequences for merchants. When a chargeback is initiated, the merchant is typically notified and given an opportunity to respond or provide evidence to dispute the claim. If the merchant fails to provide sufficient evidence or if the chargeback is deemed valid, the merchant may be responsible for the refunded amount, incur additional fees, and potentially face penalties or damage to their reputation. Merchants are encouraged to maintain accurate records, communicate effectively with customers, and take proactive measures to prevent fraudulent transactions or customer disputes.