What is the chargeback process for Storable Payments?

What is a chargeback?

A chargeback is a disputed charge initiated by a cardholder. A cardholder may dispute a charge they do not recognize or believe to be illegitimate. 

The process can vary by card brand and issuing bank but in general, the process of a chargeback works as follows:

  1. The cardholder disputes a charge with their bank.

  2. The issuing bank temporarily awards the cardholder funds in the amount of the charge being disputed. 

  3. The issuing bank will request more information from the merchant to understand why the charge was submitted. Any supporting documentation provided by the merchant is taken into consideration when determining the legitimacy of the charge.

  4. The issuing bank will make a decision in favor of the merchant or in favor of the cardholder.

  5. The bank will award funds in the amount of the disputed charge to the winning party. If the issuing bank finds the charge to be legitimate, the funds are debited from the card holder’s account and are credited back to the merchant. If the charge is found to be illegitimate, the funds will remain credited to the cardholder.

Who at my company will be notified when there is a chargeback?

You can let us know the best contact to reach out to regarding chargebacks in SiteLink myHub Corporate Control Center. Navigate to Payments and then select the Chargeback tab. Enter the email address for us to contact in the Chargeback Contact Email field and click Save. Use the Location dropdown menu to switch between locations on your account and set the correct chargeback email address for each. 


Please note: We do not currently support sending chargeback notifications to multiple email addresses. If multiple people at your company need to receive chargeback notifications for each location, we recommend setting up a distribution list and using that email address as the chargeback notification email.

What is Storable Payments’ involvement in chargebacks?

1. The Storable Payments Support Team is involved in the facilitation of disputes for our merchants. However, the card holder’s bank makes the ultimate decision about the legitimacy of the disputed charge in each case.

2. Once an issuing bank receives a dispute from a customer, they will notify the Storable Payments support team and send us information related to the chargeback. 
Our team will notify you if a dispute has been filed and forward any data sent to us by the issuing bank. This notification will include a Response Due Date, which is the deadline for submitting documentation before the issuing bank closes the dispute.

3. If you receive notice from us that a chargeback has been made, please respond to our notification directly with any supporting documentation to help justify the legitimacy of the charge. This can include but is not limited to signed contracts, signed receipts, payment history from the same card, or a cover letter addressing the situation which led to the dispute of the original transaction.

4. Once you’ve provided our team with documentation, we will submit it to the issuing bank for consideration. The time between submission and an official decision varies by card brand and issuing bank and can take anywhere from 30-120 days.

  • If you decide not to challenge the chargeback, you can instead choose to accept liability, which will immediately rule in the card holder’s favor and award them with the disputed funds.
  • If we do not receive documentation back from you, we are unable to respond to the dispute and the issuing bank will rule in the card holder’s favor once the Response Due Date has passed.

5. If you have questions about the status of a chargeback, please contact our support team at merchantsupport@sitelink.com or 512-886-1840.

Important Reminders

  • Do not issue a refund for the disputed charge. Once a dispute has been filed, the cardholder (in most instances) is immediately awarded funds in the amount of the disputed transaction. Issuing a refund could result in the cardholder receiving duplicate funds. 

    • If a dispute has been filed after a transaction was already refunded, send our support team a refund receipt proving that the funds have been returned and a cover letter explaining the situation.

  • Depending on the cycle of the chargeback, the cardholder can dispute a transaction more than once. Card brands have different parameters around how many times a cardholder can dispute a charge and the cycle in which funds are credited/debited. If you’ve won a dispute, there could still be a window of time during which the cardholder can dispute the transaction for a second or third time.

  • Respond directly to the Support Team’s notification to prevent communications from being missed or misdirected. Sending a separate email to our support team can cause delays in connecting your message with the dispute case.

  • The Storable Payments Support Team is not involved in the decision making component of this process. We can only facilitate the submission of documentation or accept liability on a merchant’s behalf.
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