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
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.
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.
Navigate to Settings > Admin > Payments & Finances > Payments
Click on the "Dispute Management" button
This will take you to cleancloudapp.com/dispute-management
Here you will be click into each dispute and either "Accept" or "Defend Chargeback"
Accept: You are accepting the chargeback claim and you will be charged the order amount + chargeback fee (£15 + VAT / €15 / $20 per chargeback.)
Defend Chargeback: You will be required to provide evidence to show 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.
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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