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What should I do if I get a chargeback request?

If a chargeback has been made against your business, we’ll get in touch with you by email informing you about the chargeback. This will cover some details such as the reason for the chargeback, the date the transaction occurred and the transaction amount.

We will ask you to share some evidence of this transaction to help us defend this chargeback for you. For example, in a card not present environment where goods are collected from the merchant location, a signature from the Cardholder on collection or a copy of the identification shown will be considered as compelling evidence. You’ll then need to reply with this information within the time frame mentioned.

If you have any questions around the evidence asked for or need more help, you can give us a call or chat to us online.

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Need some help? Head to our FAQs, where we’ve hopefully got what you’re looking for. You’ll find informationand how-to videos to help you get started, manage your account, and address basic issues with your card machines. Check it out!

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