A chargeback happens when a buyer disputes a charge directly with their bank — without going through you. The bank opens a formal dispute, the transaction amount is held from your balance, and you decide whether to accept the reversal or respond with evidence.
Why it matters
Unlike a refund — which you decide on — a chargeback is initiated by the buyer's bank and resolved by the card network. It has a response deadline: if you don't act in time, the dispute is lost by default and the money is returned to the buyer.
How it works
- The buyer disputes the charge with their bank (they don't recognize the purchase, didn't receive the product, etc.).
- The bank opens the dispute; Conekta notifies you and holds the disputed amount from your balance.
- You review the reason and decide: accept the chargeback or respond with evidence.
- The card network evaluates the evidence and makes a decision; the process can take several weeks.
- If you win, the amount returns to your balance. If you lose, the reversal becomes final.
Example
A customer doesn't recognize the charge "TIENDA-MX 1042" on their statement and reports it to their bank. The merchant receives the notification, identifies the order, and responds with the proof of purchase and the signed delivery confirmation. Weeks later, the dispute is resolved in the merchant's favor and the amount returns to its balance.
What you should do
If you received a notification, start with How to respond to a chargeback — and keep the deadline in sight.