Chargeback FAQs

1. What is a chargeback?

2. What is a retrieval?

3. Why do I have to fight chargebacks?

4. What is chargeback representment?

5. What is the allowed chargeback limit by merchant account providers?

6. What happens if my chargeback percentage is more than 1% to 3% of my transaction volume?

About our services

1. How long have you been in business?

2. How are you different from other service providers?

3. How do I send my chargeback notices to your company?

4. How long do you take to file a response?

5. What is your chargeback winning percentage?

6. How do you minimize chargebacks?

7. How do I monitor your chargeback win rate?

8. How much does your service cost?

9. How do you bill your clients?

10. What other services do you provide?

Educate yourself about Chargebacks

What is a chargeback?

Chargeback, a term commonly used in the e-Commerce industry, occurs when a customer files a dispute with his issuing bank pertaining to his transaction with a merchant.

A merchant could incur chargebacks due to various reasons. Some of the most common causes for chargebacks are:

1. Customer not satisfied with the product/service rendered

2. Poor customer service

3. Product/Service not delivered

4. Customer not aware of the charges

Bottom line: Chargebacks cost businesses money.

What is a retrieval?

A retrieval is a request for a copy of a sales receipt by the issuing bank as proof that a customer legitimately purchased one or more of your products. It is also an opportunity to issue a refund to prevent a chargeback from being filed and/or for you to contact the customer when necessary.

Why do I have to fight chargebacks?

Failing to fight chargebacks could lead to serious costs and consequences such as chargeback fees, increase in merchant account fees, your bank placing a hold on your reserve funds or terminating your merchant account.

By fighting chargebacks, your company can prove to your acquiring bank that your product or service is legitimate. Your chargeback fighting efforts can prevent your merchant fees from increasing, and most importantly, recover your lost revenue.

What is chargeback representment?

A chargeback representment is the industry term used when a merchant disputes a chargeback with the issuing bank after a chargeback is initiated by the customer. The representment may help the merchant recover the lost revenue or might lose the sale depending on the supporting documents provided by the merchant. The final decision is being made by the merchants’ acquiring bank or the Card Association if it escalates to arbitration.

What is the allowed chargeback limit by merchant account providers?

Limits on the number of allowable monthly chargebacks for merchants vary between merchant account providers. Please check with your provider, or call one of our chargeback management specialists at 866-282-2439.

Industry standard is generally between 1% to 3%.

What happens if my chargeback percentage is more than 1% to 3% of my transaction volume?

Incurring a chargeback percentage higher than 1% to 3% will usually result in your merchant account being closed by your provider.

About our services

How long have you been in business?

Chargeback Gurus® have been fighting and winning chargebacks over 14 years. Throughout this period, we have perfected our approach by fighting chargebacks effectively and our proven track record speaks for itself.

How are you different from other service providers?

We are quite different from other companies in our industry.

  • We operate on a performance-based model. You pay us only if we win chargebacks for you
  • We have been excelling in the chargeback industry over 14 years. Leverage our 14+ years of chargeback-winning experience to recover your lost revenue
  • Chargeback Gurus® is the only chargeback management company to hold 2 key experiences

1) Experienced e-Commerce Chargeback Specialist

2) Experienced e-Commerce Fraud Prevention Specialist

  • Our unique and proprietary Chargeback Tracker application allows you to monitor our progress and receive real-time reports on the funds we recover for you.

How do I send my chargeback notices to your company?

You would provide us access to your online merchant account dashboard so that we would start winning chargebacks for you. You can provide us your merchant account information via any of these 3 easy means.

1) Email us at support@chargebackgurus.com

2) Traditional mail. Our address is 2033 W McDermott Drive, Suite 320-123 Allen, TX 75013

3) Fax us at 866-282-2439.

How long do you take to file a response?

We file dispute response packets within 1-2 business days.

What is your chargeback winning percentage?

Our chargeback winning average is 83%. It varies by industry.

How do you minimize chargebacks?

We help merchants like you identify your key causes for chargebacks.

Your company could be incurring chargebacks due to fulfillment errors, product issues, lack of proper customer service, billing problems or fraud. We analyze various components of chargebacks before we provide an extensive report to you so that you can address any problematic areas and reduce your chargebacks.

We work closely with you to develop specific strategies that are customized for your business to prevent chargebacks before they hurt your bottom line.

Additionally, we have formed strategic partnerships with top merchant banks that allow us to prevent chargebacks before they occur.

How do I monitor your chargeback win rate?

Via our user-friendly online portal.

Our proprietary Chargeback Tracker application informs you

1) The number of chargebacks we have handled on your behalf

2) The number of chargebacks we have lost and won, and

3) The revenue we have recovered for you by winning your chargebacks

How much does your service cost?

Our service is performance-based. Our fee varies based on your product/service cost, return policies, number of chargebacks you incur, your shipping method and how you offer customer service to your customers.

How do you bill your clients?

We bill bi-weekly.

What other services do you provide?

Apart from chargeback representment and management, we also provide e-Commerce fraud prevention services. To know more about our fraud prevention service, please visit our fraud prevention page.

Have more questions? Please call us.