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
Chargeback Fee: £15 + VAT / €15 / $20 per chargeback.
Disputed Amount: The order total is temporarily withheld during the dispute investigation.
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, but the fee may still apply depending on the provider's policy.
What You Should Do
Act Quickly: If a chargeback occurs, contact our support team as soon as possible.
Submit Evidence: 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.
Suspected Fraud: Report any suspected fraud to CleanCloud immediately so we can assist with the investigation.
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, send the order receipts to our Support Team. CleanCloud will manage the chargeback process on your behalf and keep you updated on the final decision.
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