As the burden of proof rests with the merchant to demonstrate that the transaction was legitimate, it’s crucial to respond to a chargeback promptly and provide the bank with as much evidence as possible
Here’s how to respond to a chargeback.
Charges section
To view a list of transactions, click the Charges section.
Click the Filters tab in the top right corner of the screen, select Disputed filter, and set the Dispute status as Chargeback - response needed. Then click Done.
Click the dispute that you want to respond to.
Click the Respond to dispute button.
Fill in the Respond to dispute form.
The following are the most important documents that need to be included in the dispute form.
The product description and the URL, as well as any links associated with that product
The customer’s name
The customer’s purchase IP
Signatures, for example, to demonstrate that the product was actually delivered and received
Billing addresses, receipts (scanned or print screens)
For physical products: shipping address, the date of delivery, any shipping documents, tracking number, and the information about the carrier (such as FedEx or DHL)
For offline services: The date of the service contracts or any other documents
For digital products, this could include server logs, download histories, or other evidence that the customer actually used your product.
Emails, chats, audio recordings, and other forms of communication with the customer
Any more pertinent information you consider appropriate.
Please be aware that due to acquiring banks' regulations, the period for submitting documents in the Shift4 dashboard has been shortened to 10 or 14 days.
For this reason, we advise acting quickly and sending all supporting documentation within 10 days.
6. Click the Submit button
After clicking the Submit button, the form is sent to the acquirer.
Disputes section
Click on Disputes to view a list of disputes.
Click the Filters tab in the top right corner of the screen, select Status and set it to Chargeback - response needed. Then click Done.
Click the dispute you want to respond to.
Click the Respond to dispute button.
Complete the Respond to dispute form.
Click the Submit button
After clicking the Submit button, the form is sent to the acquirer.