When a chargeback is initiated by a cardholder through their issuing bank, our Disputes team will notify you by email from [email protected]. The notification will include:

You will then have the opportunity to dispute (represent) the chargeback.
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Please note that disputing a chargeback may involve fees, depending on how far the case progresses. These may include fees from both us and the card scheme and are visible within the portal and outlined in your agreement.
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Chargeback reason codes are defined by the card schemes. The exact code will always be provided in your notification email, but the categories are as follows.
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Visa categories:

Mastercard categories:

For full definitions of each code, you may also refer to the respective card scheme’s official documentation.
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If you choose to challenge the chargeback, you must provide supporting documentation relevant to the reason code. The required evidence will vary depending on the case type but will be outlined by our team. Our team will pass all information on and dispute the chargeback on your behalf.
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In addition to processing fees, card networks may apply their own dispute fees. These are payable by the party that loses the case and can include pre-arbitration or arbitration charges.

Scheme Fee Examples

These fees are set by the card schemes and may change in line with their rules and dispute frameworks.
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Fees related to managing chargebacks are billed in accordance with your agreement. Merchants operating in higher-risk industries may incur higher chargeback fees, as these cases often require additional review, documentation, and monitoring.

Depending on how the case progresses, fees may apply for stages such as:

Your applicable chargeback and processing fees are detailed in your Merchant Processing Agreement (MPA). For guidance on locating and understanding your pricing structure, please refer to our help center article on reviewing your fees.
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If you have questions, please contact [email protected] or reach out in our live chat for assistance.