Payment
Credit Card

Dispute & Chargeback

6min

Overview



Dispute is an objection  performed by  Cardholder to   for transactions that may not be done by  Cardholder. This  can occur after a successful . The dispute  occurs due to indications of Fraud, Customers reporting damaged or inappropriate goods, and others.

Meanwhile, Chargeback is some funds denied by   and will return by   where  objection has been proven valid by   or   has agreed to  objection from  .

In this case,  becomes an intermediary between   and   to communicate during  dispute . If   wants to reject  objection from  ,  will ask   for proof of  ,   must also provide  required documents within a particular deadline.

The document content includes  on  name of  cardholder, details of the destination address,  details of billing statements, goods that go through   , and receipt numbers. 

The dispute deadline may differ depending on  Acquiring  used.



Dispute Process


Dispute Process

  1. The denying party submits a dispute to  Issuing .
  2. The Issuing  reports  dispute to  Principal.
  3. The Principal reports  dispute to  Acquiring .
  4. The Acquiring  asks  for  evidence.
  5.  receives reports from Acquiring Banks. 
  6.  asks   for  evidence.
  7. Merchants provide supporting documents in  form of  evidence to .
  8. If  dispute party still objects to  evidence provided:
    1.  asks   for  details in addition to supporting documents.
    2.  sends  evidence collected into a second presentation to Acquiring .
    3. The  receives  evidence collected by .
      • If  denying party acknowledges   evidence, then  dispute  will end.
      • If   acknowledges  disclaimer,   will allow   to chargeback  funds to be returned to  disclaimer.
      • If   still rejects  proof of , it will  to the arbitration .

Arbitration Process is a  carried out if  denying party and   do not reach an agreement in  dispute . If   loses  appeal,   must refund (chargeback) and pay  associated fee. 

After  arbitration proceedings end:

  • If  denier loses  appeal, there will be no chargeback .
  • If  denier wins on appeal,   will chargeback and pay  associated fee.

Associated fee is a fee charged from  nominal of a  and must be paid by   after  arbitration  ends under certain conditions.

Please contact our Dispute team if you have any further questions about Dispute & Chargeback.






See also

  Credit Card Transaction Settlement  to find out how to finish transaction on Credit card.

 Credit Card FAQ  to find out frequently asked question related to .

Updated 12 Mar 2024
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