How to Handle Chargebacks

Step 1 — Respond Immediately

Log in to your processor dashboard. Find the dispute. Note the response deadline — usually 7–20 days. Don't miss it.

Step 2 — Gather Evidence

Collect: order confirmation, delivery proof, customer communication, signed terms, refund policy. Photos if applicable.

Step 3 — Write a Response

One paragraph: what was ordered, when it was delivered, what proof you have. Include your refund policy.

Step 4 — Send Everything

Upload all documents to the processor portal. Keep a copy. The evidence bundle wins or loses the case.

Watch Out For

Don't contact the customer directly during an open dispute unless your processor explicitly allows it — it can be used against you.

Frequently Asked Questions

Can I win a chargeback?

Yes. Win rates depend on documentation quality and chargeback reason code. Merchants with strong evidence win 40–60% of disputes they respond to. Non-response is automatic loss.

How long do I have to respond to a chargeback?

Usually 7–20 days from the notification date depending on processor and card network. Stripe and Square typically give 7–10 days. Check your processor portal immediately.

How do I prevent chargebacks?

Clear billing descriptors (use your business name), documented delivery, easy return/refund policies, and fast first response to complaints prevent the majority of chargebacks before they start.