What is a chargeback?

A chargeback happens when a customer or bank disputes a transaction that took place at your business. For example, a customer may claim that they paid for a good or service and it was never delivered or that they were overcharged.

The most important thing we can tell you about chargebacks is that it is far better to prevent them than to fight them. Best practices include having a transparent and easily accessible refund policy and resolving any issues with customers as quickly as possible. You can read more of our tips on preventing chargebacks here and here.

If a chargeback does occur, please understand that per card association rules (Visa, Mastercard, etc.), the money will be pulled from your account right away while the issue is investigated. If it were up to us, that would never happen - unfortunately, you are guilty until proven innocent when it comes to chargebacks.

Our goal is to make an unpleasant experience as easy as possible. If you happen to deal with one of the less than 0.5% of all of 360 Payments' transactions that get charged back, know that we are behind you every step of the way. We'll start by sending you an email explaining how to fight it tooth and nail, and we'll be there to assist you with the process. You'll need to provide as much information as you can about the transaction to prove it is legitimate, including signed receipts, invoices, contracts, and any communication with the customer. Don't worry, we'll help you with all this should a chargeback occur. We've also compiled a list of some of the basics here.

If you have any other questions about the chargeback process, please don't hesitate to give us a call at 408-295-8360. We'd be happy to walk you through it.