When a chargeback or retrieval is filed, you will receive an email from our team with the details of the case.
This will include the truncated card number, transaction amount, transaction date & chargeback reason
The first few things to gather include:
- A receipt, invoice or contract with the customers signature
- Proof of delivery/tracking showing the customer is in possession of the items
- Detailed invoice or itemized receipt showing what was purchased by the customer
- Written breakdown of the situation to include any details that are not clear in the documentation above
- Note: Multimedia CANNOT be submitted (videos, voice messages or recorded phone calls)
Once you have all the information and documentation, please email it to chargebacks@merchantservices.support with you business name so we can assist you in fighting the chargeback