You got a chargeback. Here is what to do first.

The first 48 hours

1. Don’t refund the sale. The money has already been pulled back. A refund now can mean you lose it twice.
2. Find the deadline. The notice has a response date. Deadlines are often days, not weeks. Miss it and the dispute is lost automatically.
3. Call us the same day. Send the notice to [email protected] or call 929-930-3973. We tell you what the dispute is about and what proof will answer it.
4. Gather your proof. The list is below. The more of it you have, the better.
5. We help you send it, on time. The card brands make the final decision, so nobody can promise a win. A complete answer sent before the deadline gives you your best chance.

Proof that answers a dispute

• The receipt or invoice, with the date and amount.
• The record that the card was present: chip, tap or a signed slip.
• Delivery or pickup confirmation, or proof the work was done.
• Texts or emails with the customer about the order.
• Your refund or cancellation policy, as the customer saw it.

When to let it go

If the customer is right, for example the order never arrived or they were charged twice, accepting the chargeback is usually cheaper than fighting it. We’ll tell you honestly which kind you have.

Getting several?

Tell us. The card brands watch how many of your sales get disputed, and too many can put your account under review with extra fees. We can help you find the cause, often a billing name customers don’t recognize, and fix it. More on that in how chargebacks work.

Last checked 19 October 2026. Kept up to date by our Customer Service team.