Chargeback Overview (TSYS)

Chargeback Overview (TSYS)

This article will define what a chargeback is and what steps you, as a merchant, can take to dispute it. 

Overview:

  1. What is a chargeback?
  2. What does this mean for me as a merchant?
  3. How will I be notified?
  4. Understanding the Chargeback Documentation
  5. How Do I Dispute The Chargeback?

What Is A Chargeback?

A chargeback is a sale that is being disputed by a cardholder who transacted at your establishment. When the chargeback is initiated, the card issuer (Visa, Mastercard, etc) will remove the value of the transaction, from your merchant account, in dispute.

Prerequisites

  1. Don't refund the cardholder transaction that is in question. The money has already been removed from your account and refunding the transaction will mean you are losing the transaction value twice.
  2. For the sake of your success and efficiency, we recommend having all documentation ready to go when you pull up the website so that it doesn't time out while you are looking for certain documents. 

What does this mean for me as a Merchant?

Depending on the type of chargeback, the value can be a partial amount of the transaction or the entire amount. TSYS is required to remove the amount in question from your processor account and return the value to the cardholder. The value returned to the cardholder is temporary, pending the outcome of the chargeback. If you are unable to, do not, or lose the dispute then the temporarily removed value becomes permanently lost. If you win, the value will be returned to your account.

Note: Regardless of the chargeback resolution, a non-refundable $15 chargeback fee is removed from your TSYS processing account. This fee is issued by the payment processor (TSYS). You can find the record of this fee on your monthly TSYS statements. 

How will I be notified?

The card issuer will notify TSYS of the chargeback. TSYS will then notify you of the chargeback. The email on the message should be from cb_dispatcherlogin@transfirst.com. The notification will be sent to the billing contact email on file and paper documentation will be sent to the mailing address.
  1. If you are reading this because you received a chargeback and were not notified, please let us know and we will work to see where the notifications were sent.
  2. We, at Arryved, do not get notified when our merchants receive a chargeback but we are always eager to help you get through the process, if needed.

Understanding The Chargeback Documentation

Any chargeback that you receive will always include two pieces of documentation, whether paper or electronic:
  1. One document from the original card issuer
  2. One document from TSYS

1. Card Issuer Document

This document will be the initial communication that the card issuer sent over to TSYS. It will outline details about the original transaction, the dispute reason, and potentially some comments from the card holder. 

2. TSYS Document

This document will provide specifics on the chargeback reason, what documents to provide to dispute the chargeback, and a deadline which your rebuttal must be submitted. In addition, there is a helpful chargeback hotline (1-800-654-9256) that you may call to work with TSYS to dispute the chargeback.

How do I dispute the chargeback?

You may dispute the chargeback through the TSYS online Portal or through standard Mail/Fax. If submitting through Mail or Fax, the mail that you received will outline the instructions on sending the documentation back over.
  1. If submitting via the TSYS Portal, the website on which you submit the documentation times out after 10 minutes of inactivity.
Disputing the chargeback is going to require different actions depending on what type of chargeback that the cardholder filed. Specific documentation will be outlined on the TSYS document. In most cases, it will require your proof of the transaction. This includes a receipt and signature on the transaction, additional documentation may be requested. Below are instructions to retrieve these through the Arryved Portal.

Tab Receipt
  1. Go to the Arryved Portal
  2. Select Operations > Tab Search on the left nav bar.
  3. The page will allow you to enter in filters to find the tab in question. Below are the main filters:
    1. Last 4 of the CC used
    2. Tab # - typically 6 digits
    3. Tab Name
  4. Upon finding the tab, select the Email Receipt button.
    1. This will send the receipt to the email that you are logged in under from the Arryved Portal

Tab Signature
  1. This must be requested to Arryved Support.
  2. Please supply the email address that the signature should be sent to.
    1. This is sensitive data, so please be careful with it and do not share it beyond who is necessary. 

Note: If the TSYS documentation says the chargeback reason is EMV Liability Counterfeit Fraud, this chargeback cannot be countered against. This chargeback indicates an EMV/Chip capable card was swiped and not dipped into a card reader. Arryved supplies an EMV capable reader.  If you would like to explore this option, please contact Arryved Support to look into ordering one of these. We often encourage a conversation with our merchants to determine whether or not this is the best option for you. In some instances, the EMV transactions fees can cost a merchant more in transaction costs than the loss of a couple chargebacks over the course of time.

Please reach out to Arryved Support, support@arryved.com, if you have any questions regarding chargeback questions or where to find the appropriate documentation.



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