Chargebacks and Dispute Management

This is where you can view and defend chargebacks and Requests for Information (RFIs), if the financial institution provides us with this information (not all do).

Chargebacks arrive in one of two forms, either a straight chargeback where a payment is charged back without notice, or an RFI, where the financial institution first sends an Information Request. All chargebacks and RFIs are listed in the Dispute Management page.

For each chargeback, you can view the Payment Status History, showing the history of the dispute, and also the Request for Information (RFI), if there is one.

If you have a direct relationship with your acquirer, you will deal with them directly for chargebacks and dispute management.

Note: Most alternative payments are charged back without notice.

Request for Information

When Worldpay receives an Information Request, you will automatically receive a card dispute notification by email, addressed to your financial contact. The payment is listed in the Dispute Management page with the Payment Status INFORMATION_REQUESTED.

Note: It's important to attend to the dispute notification immediately, as otherwise there could be an automatic chargeback, with you being liable for all costs.

See these related screens for further information:

Dispute notification - for an example of an RFI or dispute notification e-mail
Dispute Management - for a description of the fields in the Dispute Management screen
Challenging a chargeback - the best way to dispute the chargeback is to supply proof to back up your objection. This screen gives examples of good and bad proof

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