A chargeback happens when someone asks their bank to reverse a payment. This article explains what to do if one is raised against your event.
Card payments are not open yet. Until they open, record checks and cash. See Connecting a payment account.
Overview
Your organization's payment account is the one the payment went to, so a dispute is raised against your organization with the payment processor. The processor sets the deadline and decides the result. Redswing cannot decide a dispute for you.
What to do
- Read the notice from the processor and note the deadline. Missing it usually loses the dispute.
- Gather what you have: the registration or sponsorship record, the confirmation email, the date of the event, and any messages with the person.
- If a sponsor or player did not recognize the charge, a short call or email can resolve it. They can ask their bank to withdraw the dispute. Do not pressure or threaten the person.
- Reply to the processor with your evidence in the processor's own screens.
- Open Ask AI to tell Redswing. A person can help you find the records.
Things to know
- A dispute is not the same as a refund. If you plan to refund anyway, do it before the deadline and tell the processor. See Issuing a refund.
- Disputes can carry a fee from your payment provider. Its own help pages list the fee and what evidence it accepts.
- Many disputes at once can be a sign of card testing. See Keeping your account secure.
- Dispute rules and deadlines are set by the processor and card networks, and this article is not legal advice.