If you believe that the payment has been wrongfully disputed, you have the ability to challenge the chargeback.
To challenge the chargeback, click the blue “Challenge” button in your email notification. This will prompt you to a screen where you can provide information about the payment and upload documentation proving that you provided the good or service. Only information submitted with this form will be used to help you challenge the chargeback so make sure you submit as much pertinent information as possible. Also note that audio and video files cannot be submitted. Suggested documentation includes:
- refunds policies as agreed to by the payer
- tracking numbers proving receipt of goods
- communication from the payer, acknowledging receipt of goods/services
Once submitted, WePay will look over the information and decide whether or not we will fight against the cardholder’s bank on your behalf. We will fight the chargeback if we feel the information provided by you is sufficient to win the chargeback. We can only fight chargebacks on your behalf within three business days of receiving the chargeback, so make sure you submit information quickly!
Once information is submitted to challenge the chargeback, an email will be sent to you as notification. It can take 30-45 days for the credit card company to return with a decision on the dispute.