Chargebacks are disputes that are raised against a merchant when a cardholder:

• Does not recognise a transaction on their bank statement

OR

• Does not receive the service paid for.

When a chargeback is raised, the customer's issuing bank will contact the merchant and ask for evidence that either the registered cardholder made the purchase, or the service paid for was provided.

Each chargeback that is raised incurs a non-refundable admin fee charged by the issuing bank to the Acquiring Bank, and passed on by the acquirer to the merchant. The fee amount is specified in the contract you signed when you joined Judopay.

Please note: This fee applies regardless of the outcome of the chargeback, i.e. even if the issuing bank accepts the merchant's evidence as sufficient to validate the transaction.

Cardholders can raise a Second Chargeback if the issuing bank finds in the merchant's favour in the first chargeback claim, and the customer wants to question this again.

This process usually requires extra supporting evidence from the merchant, and incurs the same chargeback fee again.