Not every chargeback-related notice represents the same stage of a dispute or means that funds have been debited.
The type of case determines:
- Where the case appears
- How you are notified
- Whether funds have been debited
- How and when you need to respond
Case Not Listed in the Chargebacks Report?
Retrieval requests, inquiries, pre-arbitrations, and PIN debit chargebacks do not appear in the PayJunction Chargebacks Report. Review the notice you received for the case type and response instructions.
Select the Type of Case You Received
1. Retrieval Request or Inquiry
Discover refers to these cases as Retrieval Requests. American Express refers to them as Inquiries.
What It Is
A retrieval request or inquiry is a request for information about a transaction. It allows the issuing bank or cardholder to review additional information before the case becomes a chargeback.
How You Are Notified
The TSYS Chargeback Department sends a notice to the mailing address on file. If fax delivery is enabled, the notice will also be sent by fax.
Where It Appears
Retrieval requests and inquiries do not appear in the PayJunction Chargebacks Report.
Effect on Your Funds
The disputed amount has not been debited at this stage.
What You Need to Do
Review the notice and provide the requested information within the deadline shown. The response period is generally 10 days from the date of the notice.
Submit your response through merlinkresponse.com using the case number and amount shown on the notice.
If you do not respond, the case may become a chargeback and the disputed amount will be debited from your account.
2. Chargeback
What It Is
A chargeback is a formal dispute initiated through the cardholder’s issuing bank.
How You Are Notified
Chargebacks appear in the PayJunction Chargebacks Report. Merchants who have enabled Chargeback Notifications also receive an email alert.
The TSYS Chargeback Department sends additional case documentation by mail and, when enabled, fax.
Where It Appears
Chargebacks appear under Reports → Chargebacks in your PayJunction account.
Effect on Your Funds
The disputed amount is debited from your account when the chargeback is received.
Do Not Issue a Separate Refund
If the chargeback amount has already been debited, do not issue a separate refund for the same transaction. Doing so will cause both the chargeback debit and the refund to be taken from your account.
What You Need to Do
Review both the Official Notice and Bank Documentation. These documents explain what the cardholder is disputing and may identify specific information that should be addressed.
If you choose to dispute the chargeback, prepare a written response and include relevant supporting documentation. Submit the response through merlinkresponse.com by the deadline shown on the notice.
3. Pre-Arbitration
What It Is
A pre-arbitration means the issuing bank is continuing the dispute.
This often occurs after a merchant response has been reviewed, but a pre-arbitration may also be the first notice you receive for a case.
How You Are Notified
Pre-arbitrations do not appear in the PayJunction Chargebacks Report.
The TSYS Chargeback Department sends the notice by mail and, when enabled, fax.
Effect on Your Funds
A new debit is not issued simply because a pre-arbitration notification is received. The disputed amount may be debited later depending on how the case proceeds.
What You Need to Do
Review the notice immediately because pre-arbitration response periods are short.
If you choose to continue disputing the case:
- Submit your response through merlinkresponse.com.
- Complete the pre-arbitration acknowledgment on the upload screen.
- Confirm that you want to proceed by either:
- Providing the signed authorization requested by the TSYS Chargeback Department, or
- If you are unable to sign the authorization form, entering a clear statement in the Merchant Comments section confirming that you want to proceed
The Acknowledgment Alone Does Not Complete Your Response
The TSYS Chargeback Department must receive your submitted response and either the signed authorization or a clear statement in Merchant Comments confirming that you want to proceed.
If the required response or confirmation is not received, the case may be accepted and the disputed amount may be debited.
If the case continues to arbitration, additional fees may apply and the process may take several months.
See How Do I View and Respond to Chargebacks? for detailed pre-arbitration response instructions.
4. PIN Debit Chargeback
What It Is
A PIN debit chargeback occurs when a cardholder disputes a transaction processed through a PIN debit network.
PIN debit chargebacks follow a different process from standard Visa, Mastercard, Discover, and American Express disputes.
How You Are Notified
The TSYS Chargeback Department mails a notice titled Debit Card Chargeback Adjustment Advice.
The notice includes the case information, reason for the dispute, response deadline, and submission instructions.
Where It Appears
PIN debit chargebacks do not appear in the PayJunction Chargebacks Report.
The debit appears as an Adjustment on the Bank Deposits page.
Effect on Your Funds
The disputed amount is debited from your account as part of the PIN debit chargeback process.
What You Need to Do
Review the notice and respond within 10 days using the fax or email instructions provided in the letter.
PIN debit responses are not submitted through Merlink Response.
For detailed instructions, see PIN Debit Chargebacks.
Need Help?
If you are unsure which type of case you received or cannot locate the notice, contact PayJunction Risk.
Phone: 800-601-0230 x5
Email: risk@payjunction.com
Important — A Favorable Outcome Is Not Guaranteed
Responding with relevant information and documentation may help address the dispute, but no response or document guarantees a favorable outcome.
The issuing bank and, when applicable, the card brand make the final decision—not PayJunction or TSYS.