How do I view and respond to chargebacks?

A response to a chargeback is your opportunity to dispute the cardholder claims by providing supporting documentation and additional details.

Table of Contents

1. How to View Chargebacks
2. How to Find the Disputed Transaction
3. How to Respond to Chargebacks, Retrieval Requests & Pre-Arbitrations
4. How to Subscribe to Email Notifications for New Incoming Chargebacks
5. How to Update Where Chargeback Documentation Requests are Sent 

1) How to View Chargebacks

Chargebacks can be found within your PayJunction account.

I received a notification but the chargeback is not listed in PayJunction. 
It's most likely a retrieval request/inquiry or a pre-arbitration notification in which a debit hasn't been initiated yet. 
See Types of Chargebacks for more information.

1. Click on Reports, on the left side menu.
   
    
2. Click Chargebacks.
   
    

3. You will then see the Chargebacks Report.
   

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2) How to Find the Disputed Transaction

1. On the Chargebacks Report, click on the ⋮ button and the Find Transaction selection.
2. 
    
3. On the following screen, click on the eyeball to view the transaction details.
   

3) How to Respond to Chargebacks, Retrieval Requests & Pre-Arbitrations

Do not issue a refund
Once a chargeback has been initiated by the cardholder's bank and the funds have been debited from your account, it is imperative that you DO NOT issue a separate refund for that same transaction.

If you issue a manual refund after a chargeback debit, your account will be debited twice for the same transaction – once by the chargeback process and a second time by your refund. This results in an unnecessary and significant financial loss for your business.

1) Gather the following information before responding:

1. Case Number (this is found on the notification you received, or on the Chargebacks page in PayJunction)
2. Case Amount (the amount for this chargeback)
3. Email Address (your email address)
4. Supporting documentation
   1. Create 1 file that includes all of your supporting documentation (transaction details, signed agreement, signed invoices, purchase orders, refund/cancellation policy if applicable, etc).

      1.  How to get transaction details, including the Service, AVS and CVV data that was captured on the transaction: 

         Print (or save as PDF) the full transaction details page in PayJunction from your browser's menu.

         

         The additional information including Service, AVS and CVV results are located at the bottom of the page.

      2. 10 MB (megabytes) max.
      3. PDF, JPG or TIF file format. 
5. Details for the transaction
   1. It is in your best interest to provide a short paragraph that tells the Chargeback Department exactly what the customer bought and what happened. This is your chance to explain anything the receipts or other documentation doesn't make clear. If AVS and CVV were provided by the customer, please mention this within your summary. 
   2. You’ll have the opportunity to provide these details in the “Merchant Comments” section during the chargeback response process.

2) Submit your response via the Merlink Response system. 

🔹 For Chargebacks and Retrieval Requests

1. Once you have gathered the above information, click on the Respond button on the top-right corner of the Chargebacks Report in PayJunction. Optionally, you can go directly to this website instead of clicking the Respond button: https://merlinkresponse.com/
   
2. Enter the Case Number, Case Amount, Email Address on the form. Then, click the Upload File button.
   

3. On the response screen, click Challenge to begin your upload.

4. This button must be clicked before attaching any documentation.

5. Click Choose File and upload your documentation (PDF, JPEG, or TIF; max size 10 MB).
   Files uploaded before 2 PM Eastern Time are typically available the next business day.
6. Click Submit to complete your response.
   

🔸 For Pre‑Arbitration Responses

1. Once you have gathered the above information, click on the Respond button on the top-right corner of the Chargebacks Report in PayJunction. Optionally, you can go directly to this website instead of clicking the Respond button: https://merlinkresponse.com/
   
2. Enter the Case Number, Case Amount, Email Address on the form. Then, click the Upload File button.
   

3. On the Pre-Arbitration upload screen, check the box before submitting.

4. I understand my Pre-arbitration response may be submitted to the issuer and possibly go to Arbitration. Should it be ruled in the issuing bank's favor, I will be responsible for the disputed amount and could be liable for filing fees.

5. Click Choose File and upload your documentation (PDF, JPEG, or TIF; max size 10 MB).
6. Click Submit to complete your response.

3) Confirmation & Help

1. Once submitted, you will see a confirmation saying "Image uploaded" followed by your input case number and case amount.  
   
2. If you don't receive this message or want to confirm documentation was uploaded, the PayJunction Risk Department can assist. Please call 800-601-0230 x5.

4) How to Subscribe to Email Notifications for New Incoming Chargebacks

Admins and Users can subscribe to receive Chargeback Notifications for every new incoming chargeback. 

Note: A separate documentation request with additional case details will be sent via mail. The notification that is sent via mail will have specific instructions that will need to be addressed immediately. Use the instructions in step 3 (above) to respond and provide any requested documents that are referenced in the letter. 

Email notifications for retrieval requests and pre-arbitration requests currently are not available. Our engineering team is actively working on this. Notifications can be sent by fax in the meantime; please call in to the PayJunction Risk Department at 800-601-0230 x 5 for assistance.

1. Click on Account, then select My Profile, on the bottom-left corner of the page.
   
    
2. On the following screen (My Profile):
   1. Scroll down to Notification Preferences
   2. Check the box for Chargeback Notifications. 
   3. Click Submit.
      

5) How to Update Where Chargeback Documentation Requests are Sent 

Chargeback documentation requests are sent by our partner bank, TSYS, and may contain more information regarding the disputed transaction and chargeback reason. The default method for these requests are sent via USPS to your mailing address on file.

To avoid mail delay, we also offer delivery of these requests via fax. 
Please call in to PayJunction Risk at 800-601-0230 x5 if you would like to update this setting. 

Other Helpful Reference Articles Regarding Chargebacks:

• What is a chargeback?
• Types of Chargebacks
• Chargeback Life Cycle
• Preventing Chargebacks