Chargeback FAQs

Question: Is it possible to receive a chargeback from the payment methods offered?

Answer: Yes, it is possible as there is always a chargeback exposure. The complaint can be raised by the user or bank or can be a cyber-police complaint. The chargeback can take the form of a complaint and can be raised by the user or bank or can be a cyber-police complaint.

Question: Can we check the chargeback report in the PG10 Portal?

Answer: Yes, On the PG10 back office, the User needs to go to Transactions>Chargeback Txs Report. In this section, the user can filter the dates where the chargeback was raised, and a file can be exported via Excel file.

Question: If chargebacks are debited from the merchant, can we dispute the chargebacks received? What is the mandatory information to fight the chargeback? 

Answer: We cannot represent CBKs for high-risk merchants. The best way is to avoid having one and resolve issues with the client directly.  As for the low-risk, yes, we can represent chargeback.

Question: How are the chargebacks informed to the merchant? 

Answer: After a chargeback is accepted and refunded, the chargeback is uploaded to the system. Chargebacks are posted in the PG10 back office. Merchants can access this information via the back office provided.

Question:  Is the chargeback amount debited from us and when would the chargeback amount be debited from our account? 

Answer: The chargeback amount is debited from your account the amount is debited when the chargeback is accepted.

Question: How do merchants find out about the resolution of the dispute and what is the deadline to receive a response on the resolution? 

Answer: We cannot represent CBKs for high-risk merchants. 

Question:  What is the deadline to send the dispute after the chargeback notification? What is the channel through which we can send disputes? 

Answer:  We cannot represent CBKs for high-risk merchants.  

Question: If there are chargebacks, what are the chargeback types or reasons? 

Answer: This can range from stolen money, goods, or services are not delivered, to stolen data or fraud.

Question: What is the timeframe the merchant can receive a chargeback/reversal since the transaction date? 

Answer: HR: NetBanking complaint followed by a required refund can come anytime (depending on the source of complaint) and UPI chargeback from a client can be raised 172 days after the transaction date. But from Cyber/Police police/bank escalation, there is no timeline.

LR: A complaint for NB & UPI can be raised at any time and can be raised 172 days after the TX date.

Question: Is it possible to dispute a chargeback? If so, what is the process of sending/uploading a dispute response? 

Answer: HR: We cannot represent CBKs for high-risk merchants. 

LR: Low-risk merchants can submit a dispute by emailing operations. The best way is to avoid having one and resolve issues with the client directly.

Question: If CBK for a low-risk merchant is represented, what are the chances for winning? 

 Answer: LR: For the Low-Risk NB complaint addressing and representation are done on a case-by-case basis, and all depends on documentation (KYC etc. that is done) for other methods of payments CBK reversal will depend on the reply and documents the merchant provides. But unlike High Risk, we can at least represent and reply with facts and not forged documents.

Question: Is there a fee for representing?

 Answer:  LR: If the CBK/complaint is lost the merchant will lose TDR, RR (it will be held as per contract and it will attract a CBK fee dependent on the contract). There could be a penalty if the CBK count and volume go above a certain level.

Question: Is there a fee for unsuccessful representation? 

Answer:  LR: There would be a chargeback fee + penalty depending on the payment method used.

Question: Are there any guidelines on the documents that should be provided for representing? 

Answer:  LR:  The guidelines depend on the Nature of the Business so will vary on a case-by-case basis.