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What is a chargeback?
What is a chargeback?

If you have received a chargeback notification, don't worry - this is completely normal. Find out more below.

Phoebe Davis avatar
Written by Phoebe Davis
Updated over a week ago

If you have been notified by Customer Support that you have received a client chargeback then do not worry.

Chargebacks are completely normal and happen in every industry.

What is a chargeback?

If you have had a chargeback, this means a client has disputed a payment they made to you.

During the dispute resolution process, our objective is to aid you in presenting evidence to the cardholder's bank, enhancing your chances of safeguarding your sale.

This is the sequence of events when a client initiates a chargeback:

  1. The cardholder contacts their card-issuing bank to file a complaint.

  2. The bank identifies the disputed transaction and promptly provides a refund for the contested transaction amount to the client.

  3. Following this, Slick receives notification of the chargeback.

  4. Slick will send you an email to inform you about the chargeback raised against your business, and you will have 7 working days to submit the evidence advised in the Typeform here -

    The bank seeks any supporting evidence you can provide concerning the transaction, including, but not limited to, contracts, invoices, email exchanges, or documented proof of delivery.

  5. If the dispute is resolved in your favor, the funds are returned to Slick and you will not be charged. However, if the dispute is unsuccessful, the funds remain with the cardholder, and Stripe will deduct the amount from your account plus their £15 dispute fee.

Find out more about what a chargeback is from Visa and from Stripe, via the links below

On this link, they state..

"A chargeback (otherwise known as a dispute) is a way for your bank that issued your card to reclaim money from the retailer’s bank when you do not get the goods or services you paid for, including if the retailer or supplier has gone out of business."

In other words, the client is trying to reclaim the payment they made to you. This is a decision made independently by the customer and is not relate to or as a result of any Slick involvement in your business transaction.

Take a look at these screenshots from AMEX, Monzo, 1st Direct and Barclays online banking apps displaying options to dispute a charge on their account.

What can you do to handle this?

Stripe advises that you should try to handle directly with the client and ask them to remove their chargeback. They can do this through their bank directly, the same way that they would have raised the chargeback initially.

If you require any advice on how to best approach this please let our customer experts know via the live chat and they can offer any advice you need on how best to approach this with your client.

What happens next?

If you have been notified of a chargeback, please try to get the client to revoke this. If they will not, please submit evidence via the link here -

Once a decision has been made by the bank, Stripe will notify Slick and we will be in touch directly via the live chat to inform you of the outcome.

Please note, if the client is awarded the chargeback, Stripe will automatically process the funds and charge the £15 dispute fee - both of which will appear in your cashup payout report (along with the refund record in the left hand table).

If you have further questions that haven't been answered in this article then please reach out to us on Live Chat via the chat bubble in the bottom right corner!

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