Chargebacks & Disputes

Introduction

This article will go through the following areas and is exclusive to Supermove Payments:

• Overview: What are Chargebacks & Disputes
• Reviewing: Where can I locate Chargebacks & Disputes
• Actioning: How do I Accept or Contest a Chargeback & Dispute

Overview of Chargebacks & Disputes

A chargeback or dispute on a credit or debit card occurs when a cardholder contacts their issuing bank or financial institution to challenge a transaction made on their card. Chargebacks are typically initiated by the cardholder as a way to request a refund for a transaction they believe is unauthorized, fraudulent, or has not been properly fulfilled by the merchant.

Here's how the process generally works:

1. Cardholder Identifies Issue: The cardholder notices a charge on their card statement that they don't recognize or have an issue with. This could be due to unauthorized use, non-receipt of goods or services, billing errors, or dissatisfaction with the product or service

2. Cardholder Contacts Issuing Bank: The cardholder contacts their bank and informs them of the issue. The bank may ask the cardholder for details about the transaction and the reason for the dispute

3. Bank Initiates Chargeback: If the bank determines that the cardholder's claim is valid, they initiate a chargeback. The bank will debit the transaction amount from the merchant's account and credit it back to the cardholder

4. Merchant Receives Notification in app & via email: The merchant receives a notification of the chargeback both in the Office App and via Email

5. Merchant Responds: The merchant can either Accept the chargeback or Contest it with evidence supporting the legitimacy of the transaction

6. Bank Reviews Evidence: If the merchant contests the chargeback, the bank reviews the evidence provided by both parties and makes a decision. If the bank finds in favor of the merchant, the chargeback is reversed, and the funds are returned to the merchant's account. If the bank upholds the chargeback, the funds remain with the cardholder

Locating Chargebacks & Disputes

To locate both Chargebacks & Disputes, please reference the steps below

Steps to follow:

1. Open the Office App and head to Payments
2. From Payments click on the Disputes tab
3. Review all Chargebacks & Disputes organized by Transaction Time

Accepting or Contesting Chargebacks & Disputes

Merchants can take two routes when a chargeback or dispute has been received:

• Accept - The bank will uphold the chargeback, and the funds will remain with the cardholder
• Contest - The bank reviews the evidence provided by both parties and makes a decision

This process can be done either in the Office App direction or via email after our Payments Team reaches out. Below we will cover the process in the app.

Steps to Accept or Contest via the Office App:

1. From the Disputes tab referenced earlier, click on the relevant Chargeback to open the Dispute Management window
2. Once the Dispute Manage window has opened, you'll see details such as --
   • Type of Dispute
   • Status of Dispute
   • Ability to Accept or Contest
   • Comment history between the Payments Team and Merchant
3. From here, choose to Accept or Contest the Chargeback or Dispute
   • IF Accepting -- no further action is needed
   • IF Contesting -- please upload evidence such as signed documents from the customer, proof of receipt, etc.

Steps to Accept or Contest via Email:

1. Please be on the lookout for an email from [e-mail] with the term Dispute Notice in the subject line
2. Respond to the Payments Team indicating if you wish to Accept or Contest
   • IF Accepting -- no further action is needed
   • IF Contesting -- please upload evidence such as signed documents from the customer, proof of receipt, etc.

Note: If you have any additional questions on the functionality OR handling Chargebacks and Disputes, please reach out to [e-mail]