Chargeback Lifecycle

Chargeback Lifecycle

The below Chargeback Lifecycle is for Domestic chargebacks only.

Retrieval Request

The Retrieval Request is not a chargeback at this stage.  It is a pre-chargeback stage where the customer has noticed a charge on their account they do not recognize.  When the Retrieval Request is responded to with the relevant information, the customer may drop the case there or move on to issue an official chargeback.

First Chargeback

The First Chargeback is the initial stage of the chargeback lifecycle.  This is when the customer has issued the official chargeback and we must respond by either Disputing the chargeback or Accepting it.

Representment

If the First Chargeback is disputed it enters the Representment phase.  This is the phase where we have provided the evidence to back-up our dispute claims and the chargeback is under review.

Pre-Arbitration

If our claims are rejected and the chargeback stands it moves into the Pre-Arbitration phase of the chargeback lifecycle.  At this point we are to accept the chargeback and cancel the order in Advantage with few exceptions. The only cases that are further disputed in this phase are Visa cases that have been previously refunded for over $2,000.  In addition this phase is referred to as Issuer Declined Pre-Arbitration for Visa cases.

Chargeback Reversal

The Chargeback Reversal is another way the chargeback lifecycle can end. This occurs when the customer reverses their chargeback and accepted responsibility for the charge.  In this case the order stands and any refunds issued are credited back to the merchant.