A Chargeback is a call from a customer’s credit card company for a merchant to return the customer’s funds. A customer generally requests a chargeback when they don't recognize the transaction, or when the goods/services are defective, not as described or not delivered at all.
Unlike a regular refund request, where it's between just you and your customer, a chargeback also involves banks and payment networks (e.g. Visa, Mastercard, American Express).
As the merchant, you have three options:
- You can accept the chargeback by doing nothing, if you think the chargeback is justified.
- You can try to resolve the matter directly with your customer, asking them to cancel the chargeback.
- You can dispute the chargeback. To do this, demonstrate that the charge is legitimate, showing that you fulfilled the order as promised, or that the chargeback is not applicable.
Filing a Chargeback Dispute
If you have documents to prove the validity of the transaction, you can dispute the chargeback. You'll need to assemble a
single PDF file containing your proofs and send it to us at
disputa@wix.com.
Upon receiving a chargeback notification, you have up to 5 calendar days to file a dispute.
Be sure both your PDF file and the evidence contained within meets the requirements below.
Formatting Requirements for a Dispute File
Please read and carefully follow the instructions below.
- All evidence related to a dispute must be included in a single PDF file.
- Name the PDF file after the Payment ID number visible in your payments table / finance tab.
- Present one proof per page, oriented vertically (portrait mode).
- Your file can have up to 1.9 MB of information (you may need to compress your file).
- Please respect a limit of 10 pages per file.
- If you have multiple orders to be disputed, you must perform the process above for each individual dispute (one PDF file per chargeback).
Chargeback Reasons and Documentation / Evidence Requirements
For each chargeback, banks will offer a reason code explaining the cause of the dispute.
For merchants, find below the types of evidence that can be presented in your favor according to each chargeback reason code you may receive from the banks.
Once you submit your evidence to
disputa@wix.com, our team will assess the file as quickly as we can. We will inform you if the documents are enough to proceed with a dispute. We recommend you pay close attention to your email account, as all updates will be sent via email.
Reason Codes with Evidence Requirements
Click on the relevant box to see the evidence required for that code.
American Express
4513 - Credit not processed
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR
signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4515 - Payment through other means
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR
signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4544 - Recurring transactions cancellation
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR
signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4553 - Merchandise / service differs from what was advertised or presents defects / in a bad condition
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR
signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4554 - Merchandise not delivered/service not provided
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR
signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4750 - Car rental charge is unqualified or unsubstantiated
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR
signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4507 - Incorrect transaction amount
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4523 - Nonexistent Card Number
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4530 - Incorrect currency
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4752 - Credit/Debit Presentation Error
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4512 - Duplicated processing
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- All evidence above must be sent for TWO (or more) transactions.
4527 - No hand print receipt
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4534 - Multiple fraudulent transactions
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4754 - Local Regulation/Legal Dispute
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4755 - Transaction without authorization from the holder
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4763 - Questionable activity of the establishment
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4798 - Fraud - Transfer of responsibility - Counterfeit Card
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4799 - Fraud - Transfer of responsibility - Lost/Stolen/Not received card
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4517 - Request for Support Illegible/Incomplete
- Proof that a correction transaction, which directly offsets the disputed Transaction, has already been processed.
- Proof that the Chargeback is the result of an invalid Retrieval Request as set forth in Table 7-3, “Retrieval Request Notification Reasons,” on page 289.
Documentation that:
- Rebuts the Issuer's statement regarding the need for Documentation to support a Cardholder query, support a Chargeback or support a legal or fraud investigation, or Provides the Documentation indicated in the Issuer's declaration.
- Proof that the Transaction falls into one (1) of the excluded Transaction types.
Elo
71 - Requested Authorization required and not obtained
Proof of cancellation (if any)
72 - Requested Authorization required and not obtained
Proof of cancellation (if any)
30 - Goods not received and/or service not provided
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
41 - Recurring transactions cancellation
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
53 - Defective product / product or service doesn’t match its description / adulterated merchandise
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
80 - Incorrect processing
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
85 - Credit not processed / order requested to be cancelled
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
86 - Payment through other means
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
74 - Delayed Submission - Late Processing
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
77 - Account Number is not in the File
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
82 - Duplicate processing
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- All evidence above must be sent for TWO (or more) transactions.
57 - Multiple fraudulent transactions
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
81 - Fraud - Transaction without Holder Authorization (gift card)
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
83 - Cardholder Not Recognized - Potential Fraud (without card present)
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
Maestro
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
79 - Goods not delivered and/or Service not provided
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
71 -Divergent Transaction Value or Payment by Other Means
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
73 - Transaction with Duplicate Processing
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- All evidence above must be sent for TWO (or more) transactions.
70 - Responsibility Transfer of the CHIP
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
74 - Fraud - Transaction without User Authorization
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
Master/Hiper
4841 - Cancelled Periodic Payment Transaction
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4853 - Goods/Service are not as described and/or defective
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4855 - Goods not received and/or service not provided
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4860 - Unprocessed credit
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4859 - Addendum Change, No Show Dispute, ATM Dispute
- Legible copy of ATM audit tape or acquirer's internal transaction report. The ATM audit tape or transaction report must show all terminal activity that occurred immediately before and after the disputed transaction. The acquirer's internal transaction report should only be used when the ATM does not generate an audit tape. The transaction report data must come from the ATM journal and not from the clearing system. The transaction report must contain sufficient information to allow the issuer to determine the value of the funds that were dispensed by the ATM. If necessary, for clarity, the transaction report should be accompanied by a key that shows the different elements of the report and their definitions. At a minimum, the audit tape or transaction report must include:
- Main Account Number read from track 2 of the magnetic strip or chip (DE 2)
- Type of transaction and account accessed (DE 3)
- Transaction amount in local currency (DE 4)
- Transaction tracking or System Tracking Audit Number (DE 11)
- Transaction date and time (DE 12)
- Terminal ID (DE 41)
- Terminal status (only required in case of partial or no cash release)
- Error report (only required in case of partial release or no release of money).
The documentation may also show:
– Terminal response to the last command received from the Exchange System
– Correction Indicator
– Note counts for each repository. If banknote counts are present in the documentation, the acquirer must declare the denomination of the banknotes that were released from each repository.
4831 - Divergent Transaction Value or Payment by Other Means
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4834 - Transaction with Duplicate Processing
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4846 - Incorrect transaction currency code
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4854 - Transaction with Duplicate Processing
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- All evidence above must be sent for TWO (or more) transactions.
4837 - Fraud - Transaction without User Authorization
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4850 - Installment Dispute
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
4863 - Cardholder Does Not Recognize - Fraud
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
Visa
11.1 (111) / 11.2 (112) / 11.3 (113) - Authorization
- Evidence that the holder has withdrawn from the dispute;
- Evidence that proves that the transaction was processed correctly;
- Proof of cancellation (if any)
12.4 (124) - Invalid account
- Evidence that the holder has withdrawn from the dispute;
- Evidence that proves that the transaction was processed correctly;
- Proof of cancellation (if any)
13.1 (131) - Service not provided / Merchandise not delivered
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
13.2 (132) - Recurring transactions cancellation
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
13.3 (133) - Merchandise / service diverge from description/presents defects/flaws
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
13.4 (134) - Counterfeit consumer goods / merchandise
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
13.5 (135) - Misleading ad / declaration
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
13.6 (136) - Credit not processed
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
13.7 (137) - Product / service cancelled
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
12.1 (121)- Late presentation
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
12.2 (122) - Wrong transaction code
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
12.3 (123) - Incorrect currency
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
12.5 (125) - Incorrect amount
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
12.6 (126) / 12.6.1 (126.1) - Duplicate processing
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
- All evidence above must be sent for TWO (or more) transactions.
12.6.2 (126.2) - Diverging transaction amount or payment through other means
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
12.7 (127) - Invalid data
- Cancellation policies showing the availability of information for the buyer;
- Screenshot from the digital acceptance for terms of use;
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
13.9 (139) - Contact support as the provider must provide further guidance
- Evidence that the holder has withdrawn from the dispute;
- Withdrawal details;
- Proof of cancellation (if any)
10.1 - Responsibility Transfer of the CHIP
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
10.2 - Fraud not committed with counterfeit card in EMV liability transfer
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
10.3 - Fraud - Transaction without Holder Authorization (with card)
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
10.4 - Cardholder Does Not Recognize - Potential Fraud (without card)
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.
10.5 - Risk Identification Service
- Order screenshot indicating purchase date, product description and payment details OR signed contract with description of service provided and payment details;
- Proof of use of the service OR tracking and signature of product delivery.