What Are Chargebacks? 

A chargeback is a sale being disputed by a cardholder who transacted at your establishment. When the chargeback is initiated, the card issuer (Visa, Mastercard, etc.) removes the value of the transaction in dispute, from your merchant account. This guide shows you how you’ll receive notification of a chargeback and how you can dispute it when needed. 

Prerequisites

• The information in this guide is exclusive to chargebacks processed through Arryved Pay processing. If you’re still processing with TSYS/NMI, please refer to the Chargeback Overview (TSYS) guide instead. 
  

1. Limitations

• Do not issue a credit to the cardholder performing the chargeback. Doing so may cause you to lose the value of the transaction twice. However, if credit was previously issued, please provide the date and a copy of the credit.
  
• Please be aware that when disputing a chargeback, providing the requested documentation does not guarantee you’ll win the dispute. Documentation is solely used to evaluate the scenario. 
  
• Questions and concerns about chargebacks are to be handled by the Fullsteam contact provided in this guide. If you need assistance gathering requested documentation from your Arryved Portal, you can contact Arryved Support. 
  
• Chargebacks that occur will bill a $25.00 fee. This fee is collected whether you win the dispute or not. It’ll be deducted from your business bank account with the chargeback amount. 
  

How It Works

Getting Notified A Chargeback Has Occurred

• Chargeback Case #
  

• Transaction ID

• Card # 

• Transaction Date

• Chargeback Amount

• Chargeback Reason

• The specific documentation needed to dispute this chargeback (documentation needed may vary depending on the reason for the chargeback).

• Instructions to format documentation. You’ll submit your documentation by replying to the email. 

• Deadline to submit documentation. 
  

Contact Fullsteam With Questions / Concerns

If you have any questions or concerns about the chargeback, please contact Fullsteam:

• (334)-329-6775 Option 4, Option 4 (you’ll press the number 4 on your phone keypad twice). 

• Mon-Fri 8 AM - 5 PM CST

How To Dispute The Chargeback

1. Take a look at the original transaction to gain some insight for your rebuttal. Use any of the Additional Resources listed in the next section below. 
2. Gather the documentation requested in the email notification.
3. Format the documentation appropriately using the instructions provided in the email notification. 
4. Submit your rebuttal before the deadline provided. Reply to the email notification to submit. 
5. You’ll be notified of the final decision via email. If you have any questions or concerns, please reach out to the contact provided above. 
   

Additional Resources

For details of the original transaction, try using:

• Tab Search in your Arryved Portal.

• Or, the Transaction Summary Report in your Merchant Track processing Portal.

For details about the chargeback itself, use any of these Merchant Track reports: 

• Chargeback Summary Report: Shows the count and volume of chargebacks for the given date range

• Chargeback Report: Shows the details of chargebacks for the specified date range

• Chargeback Action Report: Shows the details of chargeback actions for the specified date range.

Related Articles

Arryved Pay FAQs

MerchantTrack Overview

Chargeback Overview (TSYS)