Chargeback Policy
Last updated: February 24, 2026
Introduction
This Chargeback Policy outlines how PaymentInt handles chargebacks and disputes for merchants using our payment processing services. Understanding this policy helps you manage customer disputes effectively and minimize financial risks.
By using PaymentInt's services, you agree to comply with this policy and accept responsibility for managing your customer relationships and transaction disputes.
What is a Chargeback?
A chargeback occurs when a customer disputes a charge with their card issuer (bank or credit card company), and the funds are forcibly reversed from your account. Chargebacks are different from refunds because they bypass you and are initiated directly through the card network.
Common Reasons for Chargebacks
- Fraudulent Transaction: Customer claims they didn't authorize the payment
- Product Not Received: Customer didn't receive goods or services
- Product Not as Described: Product/service differs from what was advertised
- Duplicate Charge: Customer was charged multiple times
- Subscription Cancellation: Customer claims they canceled but were still charged
- Processing Error: Incorrect amount charged or technical error
Chargeback fees
Per your commercial agreement
When a chargeback is filed, any dispute fee and fund holds are applied as described in your PaymentInt agreement and product disclosures—not as a public website rate card.
- Amounts may be assessed when the chargeback is filed, subject to your agreement
- Some dispute fees may be non-refundable even if you win the case, as set out in your terms
- Custom or enterprise programs may include different dispute economics—your order form or agreement controls
The Chargeback Process
Chargeback Initiated
Customer files a dispute with their bank. PaymentInt is notified and immediately sends you an email alert with details about the disputed transaction.
Funds Temporarily Withheld
The disputed amount and any applicable dispute fee under your agreement are withheld from your available balance or next payout according to program rules.
Evidence Submission Period
You have 7-10 days to submit evidence proving the transaction was valid. Access the dispute through your PaymentInt dashboard and upload:
- Proof of delivery (tracking numbers, signed receipts)
- Customer communication records (emails, chat logs)
- Product/service documentation
- Terms and conditions accepted by the customer
- Any other relevant evidence
Bank Review
The card issuer reviews your evidence and makes a decision. This process typically takes 30-90 days depending on the card network.
Final Decision
If you win:
The disputed funds may be returned to your account; any dispute fee treatment follows your agreement and network rules.
If you lose:
The customer keeps the refunded amount, and you bear the loss of the payment plus any dispute fees described in your agreement.
Preventing Chargebacks
The best way to handle chargebacks is to prevent them. Here are proven strategies:
Clear Communication
Use a recognizable business name on customer statements and provide clear product descriptions.
Transparent Policies
Display refund, shipping, and return policies prominently on your website and checkout.
Excellent Customer Service
Respond quickly to customer inquiries and resolve issues before they escalate to chargebacks.
Proof of Delivery
Use tracking for shipments and require signatures for high-value items.
Fraud Detection
Enable PaymentInt's built-in fraud tools and monitor suspicious transactions.
Quick Refunds
Process legitimate refund requests immediately to avoid chargebacks.
Excessive Chargeback Rates
Account Monitoring
PaymentInt monitors chargeback rates for all merchant accounts. If your chargeback rate exceeds card-network or industry thresholds, we may:
- Place your account under review
- Increase your rolling reserve percentage
- Implement additional fraud prevention requirements
- Suspend or terminate your account for repeated violations
Note: Card networks (Visa, Mastercard) also monitor chargeback ratios and may impose additional fees or penalties for high-risk merchants.
Rolling Reserve & Chargebacks
Certain merchant accounts may be subject to a rolling reserve; percentage, cap, and duration are described in your agreement when they apply. Reserves help cover:
- Chargeback disputes and associated fees
- Potential fraud losses
- Outstanding transaction obligations
If a chargeback occurs, the disputed amount and any applicable dispute fees may be deducted from your reserve balance. Release schedules and holding periods follow your agreement and risk review.
Merchant Responsibility
By using PaymentInt, you acknowledge and agree that:
- You are solely responsible for your customer relationships and transaction disputes
- You must maintain accurate transaction records for at least 24 months
- You will respond promptly to chargeback notifications and provide requested evidence
- You accept financial liability for all chargebacks, including fees
- You will comply with card network rules and regulations
- PaymentInt is not liable for losses resulting from chargebacks or customer disputes
Questions or Disputes?
If you have questions about this policy or need assistance with a chargeback, please contact our support team:
Email:
support@paymentint.com
Phone:
+1-(888)-502-7038
Hours:
24/7 Support Available