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Merchant Services & Chargeback Help

Merchant Services & Chargeback Help

Group ISO is Here to Help 

Chargebacks are a frustrating yet inevitable challenge most businesses face. When you’re processing a high volume of credit card transactions, some will inevitably be disputed, but it can be a major pain to refund the money or challenge the request if you aren’t fully prepared. That’s why Group ISO offers merchant services chargeback resources to prepare you for potential disputes. We’ve compiled a large pool of resources to help you better understand how chargebacks work and what to do if a customer disputes a payment. We also offer chargeback help through our risk department at 800-722-4476.

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What to Do in the Event of a Chargeback? 

A chargeback is an amount of money refunded to a customer after they dispute a charge on their account. As a merchant, if you have proof that the charge is legitimate, you can dispute the chargeback. Otherwise, you will be debited for the amount of the transaction plus a chargeback fee. Every chargeback claim can be fought, so don’t hesitate to dispute it if you feel it’s unwarranted. You will be allowed to provide documentation and a rebuttal. The credit card company will then investigate the claim and determine if there are grounds to refund the money. 

The best thing to do in the event of a chargeback is to reference the resources below to educate yourself on the process and reach out to Group ISO if you need additional chargeback help. We offer merchant services and chargeback assistance to businesses in many different industries and will be happy to help you make sense of the process. So make sure to read the guides below, reference our FAQ and feel free to reach out with any additional questions. We are always here to answer any questions you have about payment processing.

Card Acceptance Guidelines and Chargeback Prevention Tips/Questions

Yes. All new chargeback cases have the opportunity to be responded to with your supporting documents and rebuttal.
Yes. If a chargeback is reversed back to the merchant, the cardholder can re-dispute the amount again. Depending on the card brand it can be re-disputed from a time frame of 45-60 days or more depending on the credit card brand and whether or not the card is a domestic or an international credit card.
It is always suggested to supply all supporting documentation on a case. The merchant will always want to be aware of the chargeback reason code on why the cardholder is disputing the sale. The bank documents that accompany the chargeback will inform the merchant why the cardholder is disputing the transaction. The most common documents that are provided with cases is the detailed invoice of the services provided to the cardholder, shipping/tracking information with a signature of the cardholder to confirm services rendered and/or delivered, contract if available, Terms & Conditions, return policy, and any e-mail correspondence involving the transaction.
Yes. Every chargeback dispute is assessed a chargeback fee and the amount of the transaction is also debited.
No. A refund on an existing chargeback does not clear it from your merchant history.

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