Chargeback
A forced transaction reversal initiated by the cardholder's bank, returning funds to the customer.
What is Chargeback?
A chargeback occurs when a cardholder disputes a transaction with their issuing bank, which then forcibly reverses the payment. Unlike a refund (initiated by the merchant), a chargeback is initiated by the bank and includes additional fees ($20-$100 per occurrence). Chargebacks were created to protect consumers from fraud and merchant abuse, but they're increasingly used for "friendly fraud" where customers dispute legitimate purchases. Merchants can fight chargebacks through a representment process by providing evidence the transaction was valid.
Why It Matters
Chargebacks cost more than the transaction amount—you lose the sale, the product/service, pay chargeback fees, and face potential rate increases or account termination. High chargeback ratios (above 1%) can result in being placed in monitoring programs or losing the ability to accept cards entirely. Prevention through clear billing descriptors, good customer service, and delivery confirmation is essential.
Related Terms
Soft Descriptor
The business name and details that appear on customer card statements.
Address Verification Service (AVS)
A fraud prevention tool that verifies billing address information with the card issuer.
3D Secure
An authentication protocol that adds a verification step for online card payments.
Card-Present vs Card-Not-Present
Classification of transactions based on whether the physical card is used at the point of sale.
Frequently Asked Questions
Typically 120 days from the transaction date, though some dispute types allow longer windows. Digital goods and subscriptions often have extended dispute periods.
Yes, through representment. You submit evidence (receipts, delivery confirmation, communication logs) proving the transaction was legitimate. Success rates vary by dispute type.
A refund is merchant-initiated and doesn't incur fees. A chargeback is bank-initiated, includes fees, counts against your chargeback ratio, and can't be disputed if you already refunded.
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