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Updated 2026-07-21

Respond to a chargeback

If a cardholder disputes a payment, their bank can raise a chargeback. If the cardholder's bank raises a chargeback, we send you an email that includes the transaction details, the reason for the chargeback, and how long you have to respond.

To respond to a chargeback, choose one of the following options:

  • Accept the chargeback - You agree with the cardholder and want to return funds to them.
  • Defend the chargeback - You don't agree with the cardholder, and you want to provide evidence to defend the chargeback.
  • Ignore the chargeback - You don't want to respond to the chargeback yet.
  • Notify us of a refund - You have already refunded the cardholder before you received the chargeback.
Accept the chargeback

If you accept the chargeback, we close the dispute case with the cardholder's bank. The cardholder keeps the transaction amount, and we deduct a $25 administrative fee from your account.

To accept the chargeback, you need to complete a Chargeback Form. You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select NOT DISPUTING.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
  3. In the Additional Details section, include any additional details about the transaction.
  4. Select Send.
Defend the chargeback

If you want to defend the chargeback, you need to identify the dispute type, which determines the evidence you need to submit. To identify your dispute type, use the reason code and description from the email that we sent you.

Reason codesDispute type
  • Visa - 10.1, 10.2, 10.3, 10.4
  • Mastercard - 4837, 4870, 4871
  • Amex - F24, F29, F30, F31
  • Discover - UA01, UA02, UA05, UA06, AA
Go to Fraud or unauthorized transaction.
  • Visa - 13.1
  • Mastercard - 4853, 4855
  • Amex - C08
  • Discover - RG
Go to Goods or services not received.
  • Visa - 13.3
  • Mastercard - 4853
  • Amex - C31, C32
  • Discover - RM
Go to Goods or services not as described.
  • Visa - 12.6
  • Mastercard - 4834
  • Amex - P08
  • Discover - DP
Go to Duplicate charges.
  • Visa - 13.6, 13.7
  • Mastercard - 4853, 4860
  • Amex - C02
  • Discover - RN2
Go to Refund or credit not processed.
  • Visa - 13.2
  • Mastercard - 4841, 4853
  • Amex - C28
  • Discover - AP
Go to Canceled subscription.
Fraud or unauthorized transaction

Fraud or unauthorized transaction

The cardholder claims that they didn't authorize the transaction. You can defend the chargeback by completing a Chargeback Form and attaching evidence that shows the transaction was legitimate.

You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select DISPUTE THE CHARGEBACK.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
    • Transaction Date - Date of the disputed transaction.
    • Chargeback Amount ($USD) - Dollar amount of the disputed transaction.
    • Last 4 of Cardholder Account (Credit/Debit Card) - Last four digits of the cardholder's card.
  3. In the Attachments for Disputes section, attach the following documents:
    • Supporting evidence - Submit evidence that addresses the chargeback reason. For a list of example evidence you can send, go to Evidence examples.
    • Written rebuttal - Prepare a cover letter that explains why you are disputing the chargeback. The letter should include the following information:
      • Transaction information - Your merchant name, merchant ID, transaction date, amount, transaction ID, and chargeback reference number.
      • Dispute context - The chargeback reason code and a clear statement that you are disputing it.
      • Your argument and evidence - A summary of what happened and how your evidence refutes the reason code.
  4. In the Description of Attachments and rebuttal for the chargeback section, include a summary of what happened and how your evidence supports the dispute.
  5. (Optional) In the Additional Details section, include any additional details about the dispute.
  6. Select Send.

After we receive the evidence, we forward it to the cardholder's bank. The cardholder's bank reviews your evidence and makes one of the following decisions:

  • Accept your evidence - The cardholder's bank returns the transaction amount to your account, which you can view in the ACH Deposit Report in Payroc Insights.
  • Reject your evidence - The chargeback moves to pre-arbitration, which is a last chance to resolve the dispute before the card brand makes a final decision.

Evidence examples

EvidenceDescription

Proof of authorization

Send proof of authorization that shows the cardholder has authorized the transaction. The evidence you need to send depends on the payment type:

  • Online payments - Provide a payment gateway or processor record that shows the cardholder authorized the transaction online. Include the Address Verification System (AVS) match results, Card Verification Value (CVV) match results, 3-D Secure authentication status, and the IP address or device associated with the transaction.
  • Chip or contactless payments - Provide a terminal record that shows the cardholder presented the card and completed cardholder verification using the chip and cardholder verification method (CVM).
  • Swipe or manual key entry payments - Provide a signed receipt or Point of Sale (POS) record that shows the cardholder presented the card or provided the card details to complete the transaction.

Transaction receipt

Send the transaction receipt that confirms that you processed the transaction. The transaction receipt should include the following information:

  • Transaction date
  • Amount
  • Merchant name
  • Transaction ID
  • Authorization code or card entry method

Proof of fulfillment

Send proof of fulfillment that confirms that you delivered the goods or provided the services. Examples of evidence you can send include:

  • For physical goods that you shipped, send an order confirmation email, shipping confirmation, tracking number, and carrier delivery confirmation.
  • For digital goods, send download logs, access records, or an IP address that confirms the cardholder received and used the product.
  • For services that you provided, send a work order, appointment record, or service completion record.
Transaction historyFor online payments, send records of previous authorized transactions from the same cardholder, device, or IP address.
Cardholder communicationSend any exchanges that you have with the cardholder about the transaction.
Billing agreementFor recurring payments, send a billing agreement that shows the billing terms and that the cardholder has agreed to recurring charges.
Goods or services not received

Goods or services not received

The cardholder claims they did not receive the goods or services they paid for. You can defend the chargeback by completing a Chargeback Form and attaching evidence that you delivered what the cardholder paid for.

You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select DISPUTE THE CHARGEBACK.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
    • Transaction Date - Date of the disputed transaction.
    • Chargeback Amount ($USD) - Dollar amount of the disputed transaction.
    • Last 4 of Cardholder Account (Credit/Debit Card) - Last four digits of the cardholder's card.
  3. In the Attachments for Disputes section, attach the following documents:
    • Supporting evidence - Submit evidence that addresses the chargeback reason. For a list of example evidence you can send, go to Evidence examples.
    • Written rebuttal - Prepare a cover letter that explains why you are disputing the chargeback. The letter should include the following information:
      • Transaction information - Your merchant name, merchant ID, transaction date, amount, transaction ID, and chargeback reference number.
      • Dispute context - The chargeback reason code and a clear statement that you are disputing it.
      • Your argument and evidence - A summary of what happened and how your evidence refutes the reason code.
  4. In the Description of Attachments and rebuttal for the chargeback section, include a summary of what happened and how your evidence supports the dispute.
  5. (Optional) In the Additional Details section, include any additional details about the dispute.
  6. Select Send.

After we receive the evidence, we forward it to the cardholder's bank. The cardholder's bank reviews your evidence and makes one of the following decisions:

  • Accept your evidence - The cardholder's bank returns the transaction amount to your account, which you can view in the ACH Deposit Report in Payroc Insights.
  • Reject your evidence - The chargeback moves to pre-arbitration, which is a last chance to resolve the dispute before the card brand makes a final decision.

Evidence examples

EvidenceDescription
Transaction receiptOnline and in person: Transaction date, amount, merchant name, transaction ID, authorization code or card entry method

Proof of fulfillment

Send proof of fulfillment that confirms that you delivered the goods or provided the services. Examples of evidence you can send include:

  • For physical goods that you shipped, send an order confirmation email, shipping confirmation, tracking number, and carrier delivery confirmation.
  • For digital goods, send download logs, access records, or an IP address that confirms the cardholder received and used the product.
  • For services that you provided, send a work order, appointment record, or service completion record.
Cardholder communicationSend any exchanges that you have with the cardholder about the transaction, for example, shipping updates, delay notifications, or follow-up messages.
Goods or services not as described

Goods or services not as described

The cardholder claims the goods or services received were different from what was advertised or were damaged or defective. You can defend the chargeback by completing a Chargeback Form and attaching evidence that shows what you delivered matched your description.

You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select DISPUTE THE CHARGEBACK.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
    • Transaction Date - Date of the disputed transaction.
    • Chargeback Amount ($USD) - Dollar amount of the disputed transaction.
    • Last 4 of Cardholder Account (Credit/Debit Card) - Last four digits of the cardholder's card.
  3. In the Attachments for Disputes section, attach the following documents:
    • Supporting evidence - Submit evidence that addresses the chargeback reason. For a list of example evidence you can send, go to Evidence examples.
    • Written rebuttal - Prepare a cover letter that explains why you are disputing the chargeback. The letter should include the following information:
      • Transaction information - Your merchant name, merchant ID, transaction date, amount, transaction ID, and chargeback reference number.
      • Dispute context - The chargeback reason code and a clear statement that you are disputing it.
      • Your argument and evidence - A summary of what happened and how your evidence refutes the reason code.
  4. In the Description of Attachments and rebuttal for the chargeback section, include a summary of what happened and how your evidence supports the dispute.
  5. (Optional) In the Additional Details section, include any additional details about the dispute.
  6. Select Send.

After we receive the evidence, we forward it to the cardholder's bank. The cardholder's bank reviews your evidence and makes one of the following decisions:

  • Accept your evidence - The cardholder's bank returns the transaction amount to your account, which you can view in the ACH Deposit Report in Payroc Insights.
  • Reject your evidence - The chargeback moves to pre-arbitration, which is a last chance to resolve the dispute before the card brand makes a final decision.

Evidence examples

EvidenceDescription

Transaction receipt

Send the transaction receipt that confirms that you processed the transaction. The transaction receipt should include the following information:

  • Transaction date
  • Amount
  • Merchant name
  • Transaction ID
  • Authorization code or card entry method

Product or service description

Send documentation that proves what you delivered matched what you advertised or agreed and was in good condition when it left you. Examples of evidence you can send include:

  • For goods that you sold online, send a screenshot of the product listing at time of purchase, packing or quality inspection records, or photos of the item.
  • For goods or services that you sold or provided in person, send a work order, service agreement, inspection record, or photos of the item.
Refund or cancellation policySend your refund or cancellation policy that shows the terms that applied to the transaction.
Cardholder communicationSend any exchanges that you have with the cardholder about the transaction.
Proof of replacement or repairSend a shipping confirmation for the replacement item or a service record that confirms you completed the repair.
Duplicate charges

Duplicate charges

The cardholder claims that you charged them more than once for the same transaction. You can defend the chargeback by completing a Chargeback Form and attaching evidence that shows you charged the cardholder only once.

You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select DISPUTE THE CHARGEBACK.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
    • Transaction Date - Date of the disputed transaction.
    • Chargeback Amount ($USD) - Dollar amount of the disputed transaction.
    • Last 4 of Cardholder Account (Credit/Debit Card) - Last four digits of the cardholder's card.
  3. In the Attachments for Disputes section, attach the following documents:
    • Supporting evidence - Submit evidence that addresses the chargeback reason. For a list of example evidence you can send, go to Evidence examples.
    • Written rebuttal - Prepare a cover letter that explains why you are disputing the chargeback. The letter should include the following information:
      • Transaction information - Your merchant name, merchant ID, transaction date, amount, transaction ID, and chargeback reference number.
      • Dispute context - The chargeback reason code and a clear statement that you are disputing it.
      • Your argument and evidence - A summary of what happened and how your evidence refutes the reason code.
  4. In the Description of Attachments and rebuttal for the chargeback section, include a summary of what happened and how your evidence supports the dispute.
  5. (Optional) In the Additional Details section, include any additional details about the dispute.
  6. Select Send.

After we receive the evidence, we forward it to the cardholder's bank. The cardholder's bank reviews your evidence and makes one of the following decisions:

  • Accept your evidence - The cardholder's bank returns the transaction amount to your account, which you can view in the ACH Deposit Report in Payroc Insights.
  • Reject your evidence - The chargeback moves to pre-arbitration, which is a last chance to resolve the dispute before the card brand makes a final decision.

Evidence examples

EvidenceDescription
Transaction receiptsSend the transaction receipts for both charges. The receipts must show that each transaction is unique, including different transaction IDs and authorization codes.
Cardholder communicationSend any exchanges that you have with the cardholder about the duplicate charge.
Refund or credit not processed

Refund or credit not processed

The cardholder claims they did not receive an expected refund. You can defend the chargeback by completing a Chargeback Form and attaching evidence that shows that the cardholder is not entitled to a refund.

You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select DISPUTE THE CHARGEBACK.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
    • Transaction Date - Date of the disputed transaction.
    • Chargeback Amount ($USD) - Dollar amount of the disputed transaction.
    • Last 4 of Cardholder Account (Credit/Debit Card) - Last four digits of the cardholder's card.
  3. In the Attachments for Disputes section, attach the following documents:
    • Supporting evidence - Submit evidence that addresses the chargeback reason. For a list of example evidence you can send, go to Evidence examples.
    • Written rebuttal - Prepare a cover letter that explains why you are disputing the chargeback. The letter should include the following information:
      • Transaction information - Your merchant name, merchant ID, transaction date, amount, transaction ID, and chargeback reference number.
      • Dispute context - The chargeback reason code and a clear statement that you are disputing it.
      • Your argument and evidence - A summary of what happened and how your evidence refutes the reason code.
  4. In the Description of Attachments and rebuttal for the chargeback section, include a summary of what happened and how your evidence supports the dispute.
  5. (Optional) In the Additional Details section, include any additional details about the dispute.
  6. Select Send.

After we receive the evidence, we forward it to the cardholder's bank. The cardholder's bank reviews your evidence and makes one of the following decisions:

  • Accept your evidence - The cardholder's bank returns the transaction amount to your account, which you can view in the ACH Deposit Report in Payroc Insights.
  • Reject your evidence - The chargeback moves to pre-arbitration, which is a last chance to resolve the dispute before the card brand makes a final decision.

Evidence examples

EvidenceDescription

Transaction receipt

Send the transaction receipt that confirms that you processed the transaction. The transaction receipt should include the following information:

  • Transaction date
  • Amount
  • Merchant name
  • Transaction ID
  • Authorization code or card entry method
Refund or cancellation policySend your refund or cancellation policy that shows the terms that applied to the transaction.
Proof that you did not receive the returnSend records that show that you didn't receive the return from the cardholder, such as delivery records, return-tracking information, or warehouse records.
Cardholder communicationSend any exchanges that you have with the cardholder about the return or refund.
Canceled subscription

Canceled subscription

The cardholder claims they canceled their subscription, but you still charged them. You can defend the chargeback by completing a Chargeback Form and attaching evidence that shows the cardholder hasn't canceled the subscription, doesn't meet the refund or cancellation terms, or has continued to use the service after cancellation.

You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select DISPUTE THE CHARGEBACK.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
    • Transaction Date - Date of the disputed transaction.
    • Chargeback Amount ($USD) - Dollar amount of the disputed transaction.
    • Last 4 of Cardholder Account (Credit/Debit Card) - Last four digits of the cardholder's card.
  3. In the Attachments for Disputes section, attach the following documents:
    • Supporting evidence - Submit evidence that addresses the chargeback reason. For a list of example evidence you can send, go to Evidence examples.
    • Written rebuttal - Prepare a cover letter that explains why you are disputing the chargeback. The letter should include the following information:
      • Transaction information - Your merchant name, merchant ID, transaction date, amount, transaction ID, and chargeback reference number.
      • Dispute context - The chargeback reason code and a clear statement that you are disputing it.
      • Your argument and evidence - A summary of what happened and how your evidence refutes the reason code.
  4. In the Description of Attachments and rebuttal for the chargeback section, include a summary of what happened and how your evidence supports the dispute.
  5. (Optional) In the Additional Details section, include any additional details about the dispute.
  6. Select Send.

After we receive the evidence, we forward it to the cardholder's bank. The cardholder's bank reviews your evidence and makes one of the following decisions:

  • Accept your evidence - The cardholder's bank returns the transaction amount to your account, which you can view in the ACH Deposit Report in Payroc Insights.
  • Reject your evidence - The chargeback moves to pre-arbitration, which is a last chance to resolve the dispute before the card brand makes a final decision.

Evidence examples

EvidenceDescription
Billing agreementSend a billing agreement that shows the billing terms and that the cardholder has agreed to recurring charges.
Refund or cancellation policySend your refund or cancellation policy that shows the terms that applied to the subscription.
Cardholder communicationSend any exchanges that you have with the cardholder about the subscription or cancellation request.
Login or access logsSend account login history, usage records, or access logs that show the cardholder used the service after they canceled the subscription.
Ignore the chargeback

If you ignore the chargeback and don't respond by the due date, the cardholder keeps the transaction amount, and we deduct a $25 administrative fee from your account.

Notify us of a refund

If you issued a partial or full refund before you received the chargeback, complete a Chargeback Form and notify us so that we can follow up with the cardholder's bank.

You can access the form from the email that we sent you or you can go to Chargeback Form.

To fill out the form, complete the following steps:

  1. In the Chargeback Choices section, select REFUNDED.
  2. In the Required Information section, enter the following information:
    • ARN# or ARD# - Acquirer Reference Number (ARN) or Acquirer Reference Data (ARD) of the disputed transaction.
    • MID# - Your merchant ID.
    • Transaction Date - Date of the disputed transaction.
    • Chargeback Amount ($USD) - Dollar amount of the disputed transaction.
    • Last 4 of Cardholder Account (Credit/Debit Card) - Last four digits of the cardholder's card.
  3. (Optional) If you issued a partial refund, include additional details about why you issued a partial refund in the Partial Refund section, for example, the cardholder returned only part of the order.
  4. (Optional) In the Additional Details section, include any additional details about the refund.
  5. Select Send.