Chargeback process and flow

Learn what is a chargeback, the process for its resolution, and the representation timeframes per country.

 

What is a chargeback?

A chargeback is intended to resolve charges made to a credit or debit card that are not recognized. It is a way to protect the cardholder from transactions made without their consent.

A chargeback is initiated when the cardholder contacts their bank directly to report that they do not recognize a transaction made with their credit or debit card at your merchant. At that point, the cardholder's issuing bank sends the chargeback request to your merchant bank.

It is important not to confuse a chargeback with a clarification. Clarifications are also requested by the cardholder to review transactions that raise doubts. The issuing bank analyzes the operation and may request more information from the merchant about it. However, a clarification does not have an economic impact. If the clarification results in a refund request, then it becomes a chargeback.

 

Chargeback Process

The process to request a chargeback is as follows:

1. The cardholder identifies an unrecognized transaction and initiates a chargeback with their issuing bank.
2. The issuing bank notifies Kushki.
3. Kushki validates the information and notifies you through your Console, requesting documentation to support the transaction.
4. Your merchant can check the transaction information in your console to identify it and upload supporting documents with the chargeback ticket number.
5. Kushki verifies that the evidence aligns with the transaction information, and if complete, sends the documentation to the acquirer.
6. Kushki notifies you of the final resolution of the chargeback through your Console.

 

ℹ️ Notes: To check the process you should consider for uploading documentation supporting a chargeback from your Console, please refer to the article Chargeback processing.

 

Country Restriction: In México a second chargeback may occur when the issuing bank is not satisfied with the provided evidence.

Chargeback process 

 

Timeframes for chargeback documentation submission

Please note that the maximum timeframes for submitting documentation (representation time) for chargebacks to Kushki vary according to your merchant operating country:

 

Country	Payment Gateway Deadline	Acquirer Deadline
Brasil	10 days	Visa/Prosa: 15 calendar days
Chile	7 days
Colombia	4 days
Ecuador	7 days
México	5 days
Perú	7 days