Payment Disputes and Chargebacks
Where can I view or download my chargebacks?
You will be provided with credentials to the Versapay portal where chargebacks are managed.
If you do not have your credentials:
-
Contact NetSuite support so they can confirm you are a legal signer for the account.
-
NetSuite will submit the case information to Versapay support.
-
Versapay will contact the legal signer and give them the credentials to log in to the Versapay portal.
You can configure your notifications with the Versapay portal. Credentials for the portal will be provided where the transaction reports can be viewed and downloaded.
What documentation do I need to dispute a chargeback?
The documentation needed will depend on the chargeback reason code.
Typically you will need to provide the proof of invoice, proof of delivery or services, your return policy, and any signed terms and conditions. If a refund is owed and the chargeback has been submitted, the merchant should never refund after and submit proof of refund through the portal.
Contact NetSuite support for more information.
How long does it take to resolve a chargeback?
Submit all chargeback documentation and explanation through the Versapay portal. The resolution is dependent on several factors, including:
-
Which network was used, for example Visa, MasterCard, or American Express
-
Type of chargeback
-
How quickly supporting documentation is submitted
The resolution can take up to 120 days. After the documentation is submitted to the network for review, Versapay no longer has visibility into the timing of the resolution.
If my chargeback is denied, is there anything else I can do?
No. If the chargeback has been denied by the network and issuing bank, it can no longer be disputed. You may submit a police report based on your state's guidelines.