Defend a Chargeback

Provide defense reason and documents to defend a chargeback.

For details about required privileges, see Predefined Payment Groups and Privileges.

If you disagree with a guest’s request for a chargeback, you can defend the chargeback by providing documentation.

Note:

• Once a document has been uploaded and saved, it can’t be removed.

• You can only upload documents in English.

• Make sure your documents adhere to these file size limits:

  • JPG: 10MB

  • TIFF: 10MB

  • PDF: 2MB

  • Mastercard Request for Information: 4 pages

  • Mastercard chargeback: 19 pages

  • Diners and Discover: 3MB

1. In Payment Cloud Service, click Chargebacks at the bottom of the dashboard.
2. Click the reference number for the chargeback you want to defend.
3. Click Defend.
4. Select the Defense Reason, Document Type, and then upload required documents.

   The defense reason determines which documents are required or optional, so this differs depending on the reason selected.

5. Click Done.