Respond to a chargeback step by step
This guide walks through the full chargeback response path — from notification to evidence, finance review, and prevention. Read handle chargebacks and disputes first for concepts.
A chargeback is not a refund and not a card decline. It happens after an approved sale when the buyer disputes through their bank.
Part 1 — Identify the dispute
- Confirm you are in the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Financial Overview or Finance and note chargeback or dispute activity.
[Screenshot: Financial Overview — chargeback tab or dispute indicator visible.]
- Open Sales and search by buyer email or sale date.
[Screenshot: Sales search — disputed sale located by buyer email.]
- Open the sale and confirm it was previously approved (not declined at checkout).
[Screenshot: Sale detail — approved status and card payment method visible.]
- Note product, offer, amount, and purchase date.
[Screenshot: Sale detail — product, offer, amount, and date documented.]
Part 2 — Gather evidence
- Open customer history for the buyer.
[Screenshot: Customer history — purchases and support context for buyer.]
- Confirm delivery or access was granted per checkout promise.
[Screenshot: Delivery evidence — members access, ebook, or link delivery proof.]
- Collect checkout link, thank-you page, and buyer communication transcripts.
[Screenshot: Evidence folder — checkout URL and support transcript saved.]
- If recurring, review subscription status and renewal dates.
[Screenshot: Subscription detail — billing dates relative to dispute.]
- Check whether a refund was already processed on the same sale.
[Screenshot: Sale timeline — prior refund or partial refund noted if any.]
Part 3 — Finance and follow-up
- Review balance impact in Finance and fees and payout delay.
[Screenshot: Finance balance — chargeback impact on available or pending funds.]
- Compare gross vs net revenue in Financial Overview.
[Screenshot: Financial Overview — net revenue adjusted for dispute.]
- Decide product access policy: retain, pause, or remove per your terms.
[Screenshot: Support decision — access status updated and documented.]
- Document the case: sale ID, buyer email, evidence list, and outcome.
[Screenshot: Internal case log — chargeback response documented.]
- Review prevention: checkout copy, delivery timing, and support response time.
[Screenshot: Prevention checklist — checkout and delivery policies reviewed.]
Chargeback vs refund vs decline
| Event | When | Seller action |
|---|---|---|
| Card decline | At checkout | Buyer retries payment |
| Refund | After approval | Seller-initiated return |
| Chargeback | After approval | Bank dispute; gather evidence |
Common mistakes
- Treating chargebacks like simple refunds without evidence review.
- Removing access before checking subscription and policy context.
- Ignoring rising chargeback rate in Financial Overview.
- Escalating without sale ID, buyer email, and delivery proof.
FAQ
Will a chargeback always remove revenue from reports?
Chargebacks affect net revenue and may affect balance. See reconcile Dashboard and Finance for the reporting period.
Should I refund after a chargeback is filed?
Follow your policy and provider guidance. Refund and chargeback are separate events — coordinate with finance before double-processing.