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rétrofacturation 101
A chargeback is a reversal of a card payment initiated through the cardholder’s bank after a dispute. Explore merchant guides to understand the process, prevent disputes, prepare evidence and choose the right payment-provider workflow.
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Start with the merchant task you need to complete. Explore the basics, investigate and prevent disputes, or choose your payment-provider guide.
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Quick reference
Chargebacks: a merchant quick reference
A chargeback is a reversal initiated through the cardholder’s bank after a card payment is disputed. The initial debit and the final decision are separate events. A merchant may be able to respond with evidence through its processor or acquirer.
What happens during a chargeback?
Follow the complete chargeback process →- 01NoticeIdentify the payment, disputed amount, allegation and case stage.
- 02ResponseUse the case’s displayed deadline and decide whether to accept or challenge.
- 03ReviewSubmit relevant evidence through the permitted channel and retain confirmation.
- 04DecisionReconcile the outcome, recovered principal and fee entries.
Chargeback or refund?
Compare chargebacks, refunds and existing credits →| Question | Rétrofacturation | Remboursement |
|---|---|---|
| Who starts it? | The cardholder disputes a payment through the issuer. | The merchant returns money through its payment provider. |
| What should the merchant check? | The allegation, response deadline and available evidence. | The original payment, existing credits and refund status. |
| What costs apply? | Dispute and response fees depend on the provider and market. | Processing-fee treatment depends on the provider’s terms. |
Which deadline should a merchant use?
Use the due date and timezone on the processor or acquirer’s case notice. A customer filing window, a network exchange period and a merchant submission cutoff serve different purposes.
What evidence should a merchant collect?
Choose records that address the actual claim: delivery for nonreceipt, the purchase-time description for a product mismatch, or payment and refund records for a billing complaint.
Can an alert prevent a chargeback?
An eligible pre-dispute alert can create an opportunity to resolve a complaint before a formal filing. The action window, enrollment and outcome rules depend on the alert program.
Learn from published merchant outcomes
See the Creative Home Designs win-rate calculation and the Fanatics and Wordtune measurement examples. Each explains the reported result, its source and the limits of comparison.
Reference sources: Stripe’s card-dispute lifecycle, refund documentation and Verifi’s pre-dispute programs. Provider examples require the applicable payment route and terms. Source notes updated October 11, 2026.
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