A Chargeback is a form of consumer protection that allows a customer to ask their bank for a refund for a Payment. This article explains how the Chargeback process works, how Teya notifies you, and the steps you can take to respond.
Why did I receive a Chargeback?
When a customer wants to dispute a Payment, they contact their bank directly. Customers might dispute a Payment because they do not recognise the transaction, did not receive the product or service, or claim the transaction was unauthorised.
This process is not initiated by Teya, and merchants cannot prevent it. Once the customer raises the dispute, it follows a specific sequence:
- The customer’s bank sends the dispute to the card scheme (such as Visa, Mastercard, or AMEX).
- The card scheme passes the dispute to Teya.
- We notify you and give you the opportunity to respond and defend the Payment.
How will I be notified?
When a Chargeback is filed, we automatically deduct the amount from your Settlements.
We will send an email to the email address you provided containing the following details:
- The transaction amount.
- The reason for the Chargeback.
- Whether the Chargeback is defendable.
- The evidence you can provide to dispute it.
- The exact deadline to submit your response.
Will I be charged any fees?
Yes. Every Chargeback comes with a £20 non-refundable processing fee. This fee applies even if the Chargeback is later reversed in your favour.
How do I dispute a Chargeback?
You can dispute a Chargeback if you believe the customer's claim is invalid.
Ensure you respond within the deadline stated in your notification email. Your supporting documents (such as proof of delivery, customer communication, or invoices) must meet these rules:
- Format: Send files in PDF or JPEG format only.
- Language: All evidence must be in English.
- No external links: Do not share links to Google Drive, SharePoint, or other external sites. We cannot accept these.
If your dispute is successful, the funds will be returned to your Account Balance.
Find what documents you need to provide for each chargeback type here.
How much time do customers have to dispute my Payments?
Customers can initiate most Chargebacks up to 120 days from the original transaction date. In certain industries, this timeline is longer. Contact Team Teya if you have questions about specific industry timelines.