Tracking a chargeback or responding to a request via the Merchant Back Office
Under the Claim tab, the merchant can see whether his or her claim has been accepted or rejected by the risk assessment department; and whether the documents provided have been sent to the issuing bank.
- Claim accepted:
The cardholder’s bank accepts the supporting documents for the chargeback and acknowledges the merchant’s good faith. The chargeback dispute is resolved in favor of the merchant, who is reimbursed for the disputed transaction.
In this case, under the Chargeback tab, the status will be Processed, and it will be set to Refunded.
- Claim rejected:
The cardholder’s bank considers that the supporting documents are insufficient and rejects the evidence provided by the merchant. We settle the dispute in favor of the buyer, who receives a full refund for the transaction subject to chargeback.
In this case, under the Chargeback tab, the status will be Processed, and it will be set to Restated.