If a consumer does not recognise a transaction that is charged, the cardholder can ask for more information by filing a retrieval request. This process is a pre-chargeback process and can be used to prevent a chargeback process. There are no administrative fees at this point. It is still allowed to perform a refund in this stage.

If a consumer disagrees with or does not recognise a transaction that is charged to his/her creditcard, the cardholder can ask the card issuing bank to raise a dispute. If a dispute is raised the card scheme, Visa/MasterCard, will notify MultiSafepay and reclaim the transaction amount from the merchant.

A cardholder can claim a chargeback for a minimum of 180 days after the purchase based on their consumer rights given by the card scheme (Visa/MasterCard/American Express). By offering credit cards as a payment option in your web shop you agree to the consumer rights that come with credit card acceptance.

The most common chargeback reasons are fraud, non-delivery of goods or goods not as described

There are several actions that can be taken to prevent chargebacks as much as possible. This starts with good customer service.

Fraud related chargebacks can be avoided altogether by using 3DS, whereby the cardholder needs to identify himself. Fraud-based chargebacks are not possible anymore in that case, only non-delivery and goods not as described.

These last two reasons are well within your control.

Non-delivery chargebacks can be minimized by (1) informing your customer of delivery times, both expected and actual, (2) having a well-documented delivery process e.g. by using track & trace and (3) refund/cancel the transaction if the goods will be delivered late or will not be delivered at all.

Goods not as described chargebacks can be minimized by having a clear description on your website and delivering quality goods.

MultiSafepay can challenge the chargeback on your behalf, but to do that we need documented proof of the order. This includes invoice, track & trace, signed proof of delivery and print- screens of (email) contacts you may have had with the cardholder. Your MultiSafepay chargeback team will decide on whether the chargeback can be challenged, based on the quality of the delivered proof. Within the MultiSafepay Control Panel, the chargeback is visible and you can upload the required proof per chargeback. Please note that the card scheme will make the final decision. 

As soon as the cardholder sends in the chargeback, he/she will typically be refunded by the issuing bank. Visa/MasterCard directly reclaim the amount from MSP and we debit your account. Performing a refund could lead to the cardholder receiving the transaction amount twice and you losing the transaction amount twice. This can be avoided by not doing the refund.

Visa and MasterCard, as well as the processing bank, will charge fees for a chargeback. MultiSafepay does not charge you anything extra, the work done by the MSP chargeback team is done free of charge as part of our service to you. Of course, we are always looking to bring the chargeback cost down in any way we can.

If the cardholder still does not agree, the chargeback process continues. It is possible to challenge this step, but the potential cost of doing so is significant. You will need to present strong evidence of the transaction, evidence which has not been presented before. Please contact us at [email protected] if you want to proceed and we will assist to the best of our abilities.


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