Why did I receive a chargeback?

Modified on: Tue, 20 Feb, 2018 at 6:37 PM


There are several reasons why a cardholder creates a chargeback. Here are the TOP 7:


1. The charge is not recognized

This happens when the customer does not recognize your company's name in their bank statement or they forget they made the purchase.


How to prevent it?

In your payment confirmation window or email communicate how the charge will appear on their bank statement.



2. The charge is fraudulent

The card that was used is lost or stolen and someone other than the cardholder created the transaction.


How to prevent it?

Conekta provides an antifraud system that helps you minimize the percentage of fraud incidents. However, it is impossible to detect all cases of fraud, so there are things you can do to catch fraudulent charges and grow your business online. To learn more about it, click here.



3. The charge is duplicated

This happens when two charges are generated to the card by mistake.


How to prevent it?

Verify that the implementation of Conekta in your site or app includes error handling that prevents charging the customer twice.

If there is a double charge by accident, make a refund immediately and contact the customer to clarify the situation.



4. The subscription was not canceled in time

When the client's subscription keeps generating charges after the client asked to cancel the subscription.


How to prevent it?

Cancel subscriptions immediately upon request by the customer.


Have your customer let you know at least 2 business days before the planned payment that they want to cancel the subscription. This gives your team more time to make sure the subscription is canceled in time. 


Clearly specify on your login page that payments will be made to their card on a recurring basis. Include information on how your customer can unsubscribe and notify clients before any recurring charge is placed.



5. The product was not delivered

When the customer did not receive the goods or services purchased.


How to prevent it?

Send the products promptly after the payment is completed. Estimated shipping and delivery dates should be communicated clearly to the customer before completion of purchase.


Inform clients immediately if there are unexpected delays in shipping.


If you some reason your company cannot delivery the product, inform your client and generate a return of the payment to your customer immediately.



6. Unacceptable Product or a dissatisfied customer

The product was received but the customer considers the product defective, damaged or different to the product description.


How to prevent it?

Make sure the product descriptions are clear and precise. Include photographs and other relevant specifications.


If you are sending physical products, be sure to pack and ship products in a manner that protects them from damage during transport.


Respond to customer requests when there are cases of damaged or defective products.



7. Return not processed, or return delayed

The customer returned the product but the money has not appeared in their bank statement.


How to prevent it?

Include a return policy page within your website or application specifying that returns must be made within 30 days of purchase and that a return may take up to 10 business days to appear in their bank statement.


Make sure to respond quickly and professionally to all inquiries from your customers.



*** Note: Banks may withhold returns if they consider that the card holder's account has suspicious behaviour or if the cardholder owes certain funds.

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