Chargeback Process

The process through which you can retroactively cancel your credit card transaction and obtain a chargeback begins when you file your initial request with the bank that issued you the card.

The Issuing Bank and the Acquiring Bank

Visa® and Mastercard® guarantee that you can apply for a chargeback at any time within 120 days from the date of the transaction.  Under certain conditions, that period can be extended to up to 540 days, and the law in some jurisdictions provides you with even more time.

The chargeback process begins when a cardholder submits a request to raise a dispute with the merchant to the bank that issued the charge card, which is known as the issuing bank. Once the issuing bank accepts your request, it will raise a dispute with the merchant’s bank through the credit card company’s dispute resolution scheme, which then alerts the merchant’s bank, which is known as the acquiring bank. The acquiring bank then informs the merchant. In certain cases, the sum you challenge may at this time re-appear in your account as a temporary credit. 

Representment and Arbitration

Once the dispute has been raised, the merchant has either 30 or 45 calendar days (depending on the credit card) to respond by submitting a document called a representment, in which he or she will attempt to rebut your reasons for a chargeback.  If no representment is filed, your temporary credit will be re-classified as permanent once the deadline passes. If you did not receive a temporary credit, the funds will automatically be credited in full to your account at that time.

If a representment is filed, it will be forwarded back to you in a reverse process.  Your bank will then either request that you submit a response to the representment, or it may respond on your behalf, sometimes without notifying you, or close the case on its own.  If you used a Visa card, the merchant is allowed to submit a second representment to rebut your response and a new period 30 days begins, which is known as pre-arbitration. If afterwards the acquiring bank still does not accept the chargeback, the issuing bank can elect to move to arbitration.

If you used a Mastercard, the merchant has 45 days to respond. If the merchant submits a representment, the client will be notified and then has 45 days to rebut. If the issuing bank allows the cardholder to respond to the representment, the acquiring bank can elect to move directly to arbitration.

The arbitrators are neutral professionals employed by the credit card companies themselves, not the parties to the dispute.  Their ultimate decision is final, although theoretically an appeal can be filed afterwards under exceptional circumstances − for example, in the event the arbitrators’ decision is clearly based on a misrepresentation of the facts of the case.  As a general rule, the issuing or receiving bank that loses the dispute will be responsible to pay for the costs of the arbitration, not the cardholder.

The entire process, from your initial request to the final resolution, can take up to six months.  Our experience is that in most cases it takes three-to-four months.

MyChargeBack will accompany you throughout this entire cycle.

MyChargeBack’s Value Added Service

What makes MyChargeBack different from other fund recovery firms is the value added service we provide by accompanying you throughout this complicated process.  Upon engaging our services, you will be asked to supply us with the following information:

  1. The names of all merchants, including the URLs of the domains, with whom there is at least one disputed transaction.
  2. A comprehensive list of all deposits and withdrawals processed with each merchant.
  3. A comprehensive list of the relevant credit card details for each transaction.

Our financial professionals will then review this material, chart an appropriate strategy and prepare the document you will submit to your bank.  Should it become necessary, one of our experienced negotiators will then join you in whatever conference calls are required with your bank’s dispute department to explain to them why they must initiate your dispute.  In the event the merchant challenges your request, we will, of course, prepare a point-by-point response and continue to work with you in pursuing your case.