A chargeback is a dispute opened between a credit-card provider and a retailer to financially respond for the loss on a fraudulent or disputed transaction. It includes unreceived, damaged, or mistaken goods.
Chargebacks can only be performed after the cardholder has first reached out to the merchant regarding an issue with their purchase and the merchant either does not reply or does not agree with the buyer. This rule does not apply if the transaction was unauthorised.
To open a chargeback process, the following information is required:
- Proof of payment of the order.
- Any parcel tracking information that you might have.
- Proof of communication with the merchant. (Including their reply or lack thereof)
We will pass this information to MasterCard who directly handles chargebacks as the credit card provider.
This process can take between 45-90 days to complete.
Please note that CleverCards acts solely as an intermediary in chargeback cases and we do not possess the authority to make unilateral decisions.
Additionally, it's important to note that there is no guarantee of success in chargeback cases as the final decision rests with Mastercard.
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