Payment disputes, also known as chargebacks, occur when a buyer contacts their credit card issuer claiming not to recognize a purchase and requesting a refund of the amount. The procedure for chargeback cases works as follows:
- WEpayments will receive a notification from the acquirer when a chargeback is initiated by the end consumer with the card issuer bank.
- WEpayments will analyze this request and determine which documents are necessary for the defense against the chargeback.
- WEpayments will send an email to your team with the customer's dispute details, transaction data, and a list of documents required for defense.
- The deadline for submitting documentation to WEpayments will be 3 business days.
- During this period, WEpayments will debit the corresponding amount of the chargeback from your WEpayments graphical account balance.
- Upon receiving the documentation, WEpayments will send it to the acquirer and await the analysis of the defense.
- If the defense is approved by the acquirer, WEpayments will credit the corresponding amount back to your balance.
- If the defense is not approved, the debit made for the chargeback amount will be retained.
- The following documents may be requested in the case of a tangible product purchase dispute.
Documents and information required for tangible products:
- Proof of delivery of the merchandise or service (preferably signed by the recipient): AR, tracking code, carrier receipt, service provision note;
- Invoice for the merchandise or service: DANFE, NF-e, fiscal coupon, content declaration;
- Cancellation and/or exchange policy for the merchandise or service (contract);
- Proof that the merchandise or service was as described;
- Signed debit authorization or with digital validation;
- Proof of cancellation or refund of the sale;
- Document(s) proving that the merchant attempted to reach an agreement with the cardholder and they refused (e.g., WhatsApp conversation screenshot).
For intangible products/services, the documentation varies slightly from the case mentioned above. See examples:
Events:
- Evidence that the customer used the ticket: usage status, download or retrieval receipt;
- Ticket/e-ticket with buyer's data;
- Proof of sending the ticket to the cardholder's address/email.
Online games or courses/services:
- Confirmation of service use: access log;
- Purchase and buyer information: sales email, order details, or registration data.