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General Resources » Fraud »

Chargeback

A chargeback occurs when a customer officially disputes a transaction through their card-issuing bank. In order to argue a chargeback, a merchant must provide proof that the transaction is valid within a certain timeframe. During the chargeback process, the disputed amount is taken out of your deposit account and only returned if the investigation comes back in your favor.

In order to dispute a chargeback, the bank may ask for certain documents, such as the original receipt from the transaction or proof of delivery of goods/ services. If you know what documents are required from you, you can e-mail them to disputeresolution@elavon.com or fax them to 877-888-2034. Please note that you will not be notified once the documents are received, so it’s best to follow by calling in 3-5 business days.

If you’d like to know more information regarding the chargeback you received or what documents you need to provide, please give our Chargeback Department a call at 866-600-5008 (M-F 8AM-6:30 PM EST).

You can view your chargebacks in My Account

Process

The process that you as a merchant should follow for chargebacks once you received your chargeback notification:

  • If you fax the documents to the chargeback department it takes them 5-7 days to receive it because it goes into a general server where it gets sorted out.
  • If you email the documents, chargeback department can see them within an hour. Make sure to put the case number in the subject line as this also speeds up the process.
  • Once you have sent the documents Elavon advises to always call them to confirm that the documents have been received by calling 1-866-600-5008.
    • THE CHARGEBACK DEPARTMENT DOES NOT NOTIFY MERCHANTS WHETHER THEY HAVE OR HAVE NOT RECEIVED THEIR DOCUMENTS, so merchants need to do it themselves.
  • When the documents are received, Elavon forwards them to the issuing bank (the bank your customer is with).
  • The issuing bank has 45 days to get back to Elavon with the results of the chargeback case.
  • If it comes back declined (second chargeback on the same transaction), then you have another chance to dispute the case by sending in more documents and the same rules and time frames apply as with the first notification.
  • If you do not respond, the chargeback case is closed and you lose the case.

 

Retrievals

A customer may initiate a retrieval request before filing a formal chargeback. The most common reason for this is when a cardholder loses their copy of the receipt or does not remember approving the transaction. If you have a retrieval request, usually you simply have to e-mail or fax a copy of the original receipt to the Chargeback Department at disputeresolution@elavon.com or 877-888-2034. Please note that you will not be notified once the documents are received, so it’s best to follow by calling in 3-5 business days. It is very important to address these in a timely manner, otherwise, they may evolve into a chargeback. During the retrieval process, the disputed amount remains in your deposit account.

If you’d like to know more information regarding the retrieval request you received or what documents you need to provide, please give our Chargeback Department a call at 866-600-5008 (M-F 8AM-6:30 PM EST).