Chargeback representment is the process by which a merchant disputes a chargeback, which occurs when a customer disputes a transaction and their issuing bank initiates a chargeback.
Starting the representment process
To start the representment process, the merchant must receive a chargeback notification from their acquiring bank, which includes information about the disputed transaction and the reason for the chargeback. The merchant can then respond to the chargeback by gathering evidence that supports their case and submitting it to their acquiring bank. The acquiring bank then forwards this information to the card network, which ultimately decides whether to uphold the chargeback or reverse it in favor of the merchant.
Types of evidence
Some common types of evidence that a merchant might use in a chargeback representment include proof of delivery, customer communications, and transaction records. It’s important to note that the specific evidence requirements and representment rules can vary depending on the reason for the chargeback and the card network involved.
The chargeback representment can be a complicated and time-consuming process, but it’s an important tool for merchants to protect themselves against fraudulent or unjustified chargebacks.