A chargeback occurs when a customer disputes a payment and requests a refund from their bank. This can happen for various reasons, including suspected fraud or unrecognized transactions. If a chargeback is raised against a CleanCloud Pay transaction, a processing fee will apply.
Key Information
You will receive an email from [email protected] notifying you that a chargeback/dispute has been raised against one of your transactions.
Disputed Amount: The order total is temporarily withheld during the dispute investigation.
Chargeback Fee: £15 + VAT / €15 / $20 per chargeback.
Final Outcome:
If the chargeback is approved in the customer’s favor, both the fee and the disputed amount are charged to your account.
If the store wins the dispute, the withheld amount is returned, and you will not receive any chargeback fee.
What You Should Do
Open the Dispute
In the Dispute Management tool, click on the dispute in question.
A pop-up will appear with details of the transaction.
Check the Merchant ID
At the bottom of the pop-up, locate the Merchant ID number.
If it begins with “OL” → This was an online payment (via the app or website).
If it begins with a number → This was an in-person payment
Find the Order Number
The first number in the Merchant ID → This is your CleanCloud Account NumIn
The second number → This is the Order Number in CleanCloud.
You can look this up by going back to the POS and navigating to the Search area.
Respond to the Dispute
After reviewing, choose whether to Accept or Defend the dispute within the tool.
Act Quickly: If a chargeback occurs, contact your customer immediately to find out why the chargeback has been raised.
If the customer suspected fraud on their card, they should contact their bank immediately to rectify this matter.
Stores have 9 calendar days to respond to chargebacks made on transactions processed by VISA.
Stores have 40 calendar days to respond to chargebacks made on transactions processed by Mastercard.
Submit Evidence in CleanCloud: If goods or services were provided, prepare and submit evidence (e.g., signed receipts, delivery records) to support your case with the customer’s bank.
Accept: If you are accepting the chargeback claim, the order will be refunded to the customer, you will be charge a chargeback fee (£15 + VAT / €15 / $20 per chargeback.)
Defend Chargeback: You will be required to provide evidence to prove that this chargeback should not be upheld by the card issuer.
Best Practices for Winning Dispute Claims
Place onto 1 document with description of the evidence being provided
Provide photos with timestamps, the customer's notification record about the history
Provide the customer's CRM details (Name, address), receipts/invoices for the order.
Notification records that notify the customer of the order coming.
Understanding a "Notification of Fraud"
A Notification of Fraud is an alert issued by the cardholder’s bank (the issuer) indicating that a transaction may be fraudulent. It differs from a physical chargeback in that it is not yet a formal dispute, but it has the potential to escalate into one if not addressed promptly.
This notification is typically triggered when:
A cardholder reports their card as lost or stolen
The card has been cloned
A counterfeit version of the card has been used
Although not a formal dispute, a Notification of Fraud should be treated seriously, as it may lead to a chargeback that you would need to defend.
Recommended Action
Contact the customer: Inform them that you have received a fraud notification related to their transaction.
Advise the customer to contact their bank: Encourage them to reach out to their issuing bank to verify the transaction and, if appropriate, ask the bank to honour it.
Proactively reaching out to the customer can help prevent the situation from escalating into a formal dispute or chargeback.
While most Notifications of Fraud do not progress to formal chargeback or dispute claims, it is still advisable to inform the customer that you have received the notification.
Frequently Asked Question
Q: What should I do if a customer files a charge dispute on a CleanCloud Pay transaction and how can I submit evidence?
A: We will always notify you if a chargeback is filed. You can choose to accept the chargeback or submit evidence to contest it. If you decide to contest, follow the steps listed above.
Q: How quickly do I need to respond?
A: For U.S. and Canadian transactions, you must respond within 9 calendar days to dispute the chargeback. For all other countries, you have 18 calendar days to respond to Visa chargeback claims. Missing this deadline means you cannot contest the chargeback or recover the transaction amount.
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