Handling Chargebacks in Your Wix Payments Account
3 min read
When a transaction is labeled as Chargeback in your Wix Payments account, it means the funds were returned to your customer. A customer generally requests a chargeback when they don't recognize the transaction, or when the goods/services were defective, not as described or not delivered at all.
Unlike a regular refund request, where it's just between you and your customer, a chargeback also involves banks and payment networks (e.g. Visa, Mastercard, American Express). Usually, customers can initiate a chargeback up to 120 days after the transaction was settled and get an immediate refund.
As the merchant, you can either accept the chargeback or dispute it. Accepting the chargeback means that you don't need to take any further actions - the funds simply remain with your customer. Alternatively, you can dispute the chargeback by providing documents proving the validity of the transaction.
Important:
If you wish to dispute a chargeback, we recommend doing so as soon as you get the notification about it.
The Dispute Process
Collecting Documents
In order to dispute a chargeback, collect the following information about the transaction:
- Order details: A copy of the receipt or invoice associated with the order.
- Customer information: Your customer's personal details such as name, ID number, telephone number, email address, etc.
- Proof of delivery/fulfilment: Information that proves the goods were delivered (or service was provided). It can be the shipment's tracking number, product registration ID, etc.
- Other information that can help to prove the order was delivered/shipped. For example, any communication you've had with the customer regarding the transaction.
Preparing and Sending a Dispute File
As you can only submit one file per dispute, you will need to merge all of the necessary information and evidence into one file that follows the requirements below:
- Documents must be in English.
- Maximum length is 19 pages.
- Acceptable formats: JPG, TIFF (max. 10 MB) or PDF (max. 2 MB).
- For best results, the original document's size should be either A4 (21 x 29.7 cm) or US Letter (8.5 x 11").
To start the dispute process, contact us and attach the file you've just made.
Dispute Timeframe
The maximum time frame for disputing a chargeback, as well as for receiving its resolution, can vary depending on the credit card company.
Credit Card Provider | Timeframe to Dispute a Chargeback | Timeframe for Receiving The Dispute's Resolution |
|---|---|---|
Visa | 18 days | 55 days |
Mastercard | 40 days | 70 days |
American Express | 14 days | 90 days |
Diners | 40 days | 45 days |
Discover | 40 days | 45 days |
China Union Pay | 25 days | 45 days |
JCB | 40 days | 45 days |
Dispute Resolution
There are two possible outcomes of disputing a chargeback:
- Won: If you win the dispute, the bank and the credit card company recognize the transaction as a legitimate charge from your end. In this case, you will receive the funds associated with the transaction in your next payout.
- Lost: If you lose the dispute, it means that the bank and the credit card company found your evidence insufficient to prove your charge is legitimate. The funds will remain with your customer and you will not be able to dispute the decision through Wix Payments.
Important:
- The dispute resolution is final and cannot be changed as Wix Payments does not support filing a second dispute.
- When a chargeback leads to a negative balance in your Wix Payments account, Wix.com may charge your bank account by direct debit to cover the missing amount.
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