Handling A Charge-back Within Infusionsoft Payments Merchant Center

Merchants that use Infusionsoft payments can address any charge-backs via the Infusionsoft Payments Merchant Center. Below are steps to address any charge-backs on payments you have received.

Important Note! Chargebacks need to be responded to within 3 business days. The full chargeback resolution can take up to 45 calendar days


  • Pro tip! Click on images to view larger


  • a.Concede Chargeback - No further action necessary - customer is refunded

  • b.Challenge Chargeback – Is for disputing the chargeback and that you state the charges are valid.

    • Submit any documentation to prove charge is valid

      • Shipping receipts
      • Signed TOS (Terms of Service)
      • Email communications between merchant and customer
      • Invoices
      • Anything documenting that is a consensual purchase and the customer understood what they were purchasing

  • How to Challenge the Chargeback

    From Email - will take them directly to the file upload 

    challenge

    • From Merchant Portal - Click Reporting on the left > Choose the Chargebacks tab > Click the Challenge

      portal-chargeback

    • Both options will end up here:

      chargeback upload

    • Fill in the payment type, date of payment, attach supporting documentation like signed contracts, work orders, and/or the tracking confirmation, and add additional details.  Click HERE if you are unable to submit the documentation.
    • You will then receive an email that WePay is disputing the chargeback on your behalf.

      Email CB

    • The Status of chargebacks can be viewed at any time, from the the Chargebacks tab, under their Merchant Center Reporting section. The merchant will see “Pending WePay review” as the status.

      review

  • If you are unable to submit the documentation through the WePay Merchant Center, try the following actions:

    • Clear cached files in web browser

    • Reset web browser

    • Use another web browser entirely (Google Chrome recommended)

    • Use a desktop/laptop instead of a mobile device

      If the steps above do not work you can respond to the email you received notifying you of the chargeback. Attach the dispute documentation to the email, which will open a ticket with WePay directly and get them the documentation for submission. WePay Support may respond directly to you through this email exchange.

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    How to Concede

    Pro tip! Click on images to view larger

    • From Email - will take you directly to the Merchant Portal Chargebacks tab

      concede

    • From Merchant Portal - Click Reporting on the left > Choose the Chargebacks tab > Click the Concede

      portal-chargeback

    • Both options will end up here:

    • Click the “Yes I want to Concede” button.

      Concede
    • The Status of chargebacks can be viewed at any time, from the the Chargebacks tab, under their Merchant Center Reporting section. You will see “Resolved” as the status.

      Concede
  • View Chargeback Status

    Once you have Challenged or Conceded you may see the following statuses.

    • Pending WePay review – Chargeback has been challenged and WePay is challenging the chargeback on behalf of the customer.

    • In review – WePay has submitted the chargeback documentation and the card issuing bank is reviewing the documentation to make a decision on the chargeback.

    • Resolved – A chargeback decision has been made and the merchant either won or lost the chargeback.

  • Chargeback tab

     

    • Unfortunately, there isn’t a great way to see if the chargeback was won or lost. You should check for the resolution email from Infusionsoft Payments titled "Your chargeback has been resolved"

      • best Reply to any of the emails they did receive regarding their chargeback. This sends their request directly to WePay and creates a ticket. It's the fastest and easiest way to get updates.

      • Review your funds in your merchant account or your most recent settlement to see if the funds from the chargeback have been added back to your account.



To prevent fraud and the documentation needed to fight a Chargeback


Your website must communicate its refund policy to the cardholder in either of the following locations:

• In the sequence of pages before final checkout, with a “click to accept” or other acknowledgement

button, checkbox, or location for an electronic signature, or

• On the checkout screen, near the “submit” or click to accept button

The disclosure must not be solely on a link to a separate web page. 


Refund policy on Receipts
Invoice: As a merchant, you are responsible for establishing your merchandise return and refund or cancellation Policies. Clear disclosure of these policies can help you avoid misunderstandings and potential cardholder disputes.

Address Verification Service (AVS) and Card Verification Value 2 (CVV2) - This is something WePay already requires.

Prepayment. If the merchandise or service to be provided to the cardholder will be delayed, advise the cardholder in writing of the delay and the new expected delivery or service date.

Item Out of Stock. If the cardholder has ordered merchandise that is out of stock or no longer available, advise the cardholder in writing. If the merchandise is out of stock, let the cardholder know when it will be delivered. If the item is no longer available, offer the option of either purchasing a similar item or cancelling the transaction. Do not substitute another item unless the customer agrees to accept it.

Ship Merchandise Before Depositing Transaction. For card-absent transactions, do not deposit transaction receipts with your acquirer until you have shipped the related merchandise. If customers see a transaction on their monthly Visa statement before they receive the merchandise, they may contact their card issuer to dispute the billing. Similarly, if delivery is delayed on a card-present transaction, do not deposit the transaction receipt until the merchandise has been shipped.

Requests for Cancellation of Recurring Transactions. If a customer requests cancellation of a transaction that is billed periodically (monthly, quarterly, or annually), cancel the transaction immediately or as specified by the customer. As a service to your customers, advise the customer in writing that the service, subscription, or membership has been cancelled and state the effective date of the cancellation.

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