Pay by Card: How to Respond to a Chargebacks – Rvvup

📆 Responding to chargebacks

When a customer initiates a chargeback, you’ll have 8 calendar days to respond to the dispute.

Option 1: Accept the chargeback

If you choose to accept the chargeback, you are not required to do anything. The funds and chargeback fee will be retrieved from your balance and the dispute will be closed at expiration.

Option 2: Challenge the chargeback

If you have strong evidence and choose to challenge the chargeback, you can respond to the dispute before the deadline by following these steps:

Collect evidence in a single file to submit:

File Type: A single PDF of all related documents (do not encrypt/password protect the file)

File Name: Use the disputed payment’s ARN number that is included in the Chargeback Notification email
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🧠 ARN: TheAcquirer Reference Number is a unique number that both the issuing
and acquiring bank can use to identify a given card scheme transaction.
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Language: The text must be in English (translating the original document if needed)

PDF Length: 18 page maximum

File Size: 20 MB maximum
Reply to the Chargeback Notification email within 8 calendar days of your receipt with your request to challenge the dispute and include the single PDF as an attachment.
Rvvup will confirm receipt of your challenge and deliver the evidence to the cardholder’s card issuing bank for consideration.

🗂️ Guidelines for submitting evidence

Full card numbers: Never provide the complete card details of a customer in a chargeback case.

Note: As part of the chargeback response, it is permissible to provide certain types of evidence such as the personal identification of the customers.

Visa

Visa only allows you to provide the customer’s identification documents for specific chargeback codes and when the cardholder has visited the merchant’s location for the service or goods (for example, a hotel reservation). If the customer’s ID is provided when it is not allowed or full card details are shared, the merchant will receive a technical violation, which carries a £200 fine.

Mastercard

While Mastercard does have technical violation fees (£80), they do not have rules against providing a customer’s ID as evidence.

🔄 Lifecycle of a dispute

Here is a quick refresher on the lifecycle of a chargeback

Cardholder initiates the dispute with their issuing bank
- Funds are retrieved immediately from the merchant and chargeback fee is assessed
Rvvup notifies merchant via email to the Rvvup account owner
Merchant can:
1. Accept the chargeback.
2. Submit evidence to attempt to overturn chargeback
Cardholder’s bank then:
1. If accepted or evidence doesn’t overturn, the customer’s bank concludes the dispute in the customer’s favour. The original charge & chargeback fee are not returned to merchant.
2. If evidence provided succeeds in overturning the dispute, the original charge amount is returned to merchant (chargeback fee is still levied).
Both the merchant and customer have the option to appeal the issuing bank’s decision, if additional evidence is available.

Need additional help?

Have more questions? Please reach out at any time to support@rvvup.com