Challenging a chargeback

If you want to challenge a chargeback you need to supply supporting information of your case to the acquirer. The best information to counter a chargeback request is information that proves the shopper and the cardholder are the same person. Examples of good proof and bad proof are shown below.

Note:  You should send all support documentation as a single submission, as additional submissions may not be reviewed by the financial institute.

To challenge a chargeback:

  1. Select the Submit Info link displayed in the Information column of the Dispute Management page, when a request for information has been issued or a chargeback issued without notice. This link opens the Request for Information window where you can attach information and state your case to settle the dispute.

  2. Compile the evidence you want to send to the acquirer, this can be a scanned image in jpeg format, a Microsoft Word document or, if you want to send multiple files, a single zip file. Supplying information and proof should only be done once per disputed transaction. See the examples of Good proof and Bad proof below.

  3. Click the Choose file button in the Request for Information window to select and attach the file that contains the proof you want send.

  4. Enter free text in the Additional Supporting Comments area to add explanatory or supplementary notes to accompany the attached proof file.

Note:  All messages to the acquirers must be in English.

Click the Submit info tick to send your information directly to the acquirer. Your message is encrypted and then sent to the appropriate financial network. This process is completely automated and no Worldpay staff can view the content.

After submitting your response

After you have submitted your information, a View Info link is displayed in the Information column. Select this link to open the Information Supplied window, enabling you to access your submission details. You can only view details of the latest support information you uploaded from this window.

Good proof

Typical examples of good proof are:

These messages, together with the attached files, contain information to help the financial institutions decide whether the amount will be charged back or not.

Useless proof

Below are examples that do not provide any information that is helpful in persuading an acquirer not to chargeback the full amount of the transaction.

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