FAQ
What is a chargeback?
A forced refund: the cardholder disputes a payment with their bank, and the money is taken back from the merchant. Each chargeback carries a reason code that tells you what the cardholder claims.
How long do I have to respond?
Your acquirer/PSP sets the deadline for your response, often 7–20 days — much shorter than the cardholder's window (usually up to 120 days). Respond as early as possible.
Do chargeback codes change?
Yes. Visa merged its codes into 4 categories in 2018 and retired 12.1 in 2024; Mastercard folded many codes into 4837 and 4853. Codes marked “legacy” still appear in older reports.