A dispute, also known as a chargeback, occurs when a cardholder questions a transaction with their bank or credit card company. The shopper then contacts the card issuer disputing the charge and asking for a refund.
There are various reasons why shoppers might file a dispute. Here are some examples:
- They never received the order
- They received a damaged or defective product
- They were charged more than once for their order
- A refund was never issued after they returned a product
- They don’t recognize a credit card charge or didn't authorize a payment
The dispute resolution process is initiated outside of Tictail, between the card issuer and their cardholder. There is a formal dispute resolution process, controlled by the bank, during which you have the opportunity to respond to it and submit the appropriate evidence or accept it directly in your dashboard.
How to respond to a dispute
If you receive a dispute, you'll receive a notification from us in your dashboard. You may want to first get in touch with the shopper and discuss it before you take action. Perhaps they simply didn't remember the transaction when they viewed their statement. For disputes that are the result of a misunderstanding, the shopper can always ask their card issuer to withdraw the dispute. It’s still very important that you submit evidence to show that the payment was valid and to ensure that the card issuer knows you are not accepting the dispute.
There is a limited period of time that disputes can be responded to (usually 7-10 days). By clicking Respond to dispute in the dashboard you start the response process. Dispute evidence can only be submitted once. Make sure to provide all relevant information and review it carefully before you submit it:
- Product description: a description of the product or service along with any relevant details on how this was presented to the shopper at the time of purchase.
- Customer communication: any communication with the shopper that you feel is relevant to your case (emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service).
- Shipping details: these details will be inserted automatically from the information given when the order was marked as shipped but can be edited by you.
- Proof of shipping: proof that a product was shipped to the cardholder at the same address the cardholder provided to you when the order was placed. This could include a copy of the shipment receipt, shipping label, etc, and should show the full shipping address of the cardholder, if possible.
- Additional information: any extra information you think the card issuer might need to know about.
Important: the file formats supported are jpeg, png, or pdf. The maximum allowed file size is 4MB.
Note! Do not include requests to call or email for more information, or links to click for further information (file downloads or links to tracking information) as these will not be actioned by the card issuer evaluating the dispute. Card issuers will not contact shop owners or follow external links, so it's crucial that you submit all available evidence through your dashboard.
If you're uncertain about the evidence you should submit, please don't hesitate to get in touch.
In a dispute over a chargeback, the decision is ultimately made by the card issuer and we here at Tictail don't decide the outcome. The dispute process is completely controlled by the card issuers and we have no influence or control over the proceedings. They instigate and execute everything from request of information to the final verdict. For security and privacy reasons the card issuers do not share details of their decision, only the final decision.
When a dispute is resolved
If the dispute is found in your favor, the disputed amount and fee will not be debited from your Tictail account.
If a dispute is found in favor of the shopper, the payment amount, along with a separate dispute fee charged by card issuer, is then deducted from your Tictail balance.
Find out how you can prevent disputes here.