How are refunds and disputes handled?

Modified on Fri, 01 Dec 2023 at 10:38 AM

Find out more about the different transaction statuses:


Refund 


This transaction type is used when the merchant you previously paid with your card returns the payment. This can happen, for example, after returning a purchased item or if you were accidentally overcharged. Refunds can only be initiated by the merchant. 


Chargeback


This type of transaction is used in the event of a successful dispute of a transaction that results in a chargeback of the money. If you believe that a card transaction was carried out incorrectly or that the purchased goods never arrived, you may be entitled to a chargeback. Chargebacks are initiated by the payment network (Visa), i.e. You can get your money back without the trader being directly involved.


You can contact customer service for assistance with a possible dispute/chargeback request.  


Rebooking  


In the event that a chargeback was successful and refunded to your organization's account, the merchant will still have the opportunity to prove the legitimacy of the disputed card transaction by providing Visa with appropriate evidence/documents. If Visa decides in favor of the merchant, this may result in a rebooking of the transaction for which you previously received a chargeback.


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