Responding to a Chargeback
The content explains that a chargeback occurs when a customer disputes a credit card charge, outlines that merchants can respond by gathering relevant documentation and contacting the customer to resolve the issue, and emphasizes the importance of timely submitting evidence to the payment processor within the specified deadline to dispute the chargeback and potentially recover the funds.
Responding to a Chargeback
Everything you need to know about how to respond to a chargeback can be found below.
What is a chargeback?
A chargeback is a notification that a customer is refuting the charge on their account. Chargebacks are rare in the insurance industry, but they do occur. The most common reason for a chargeback is that the cardholder does not recognize the charge on their credit card. (ePayPolicy ensures that it is the insurance entity’s name that appears on the credit card statement and not our name.)
Keep in mind that the chargeback notification is the start of the process; not the end. As the “merchant” on the chargeback you have the opportunity to respond and dispute the chargeback.
How do I dispute the chargeback?
We recommend two steps to dispute the chargeback:
- 1.
Gather Documentation: Collect any and all documentation you have between you and your customer leading up to the chargeback. This can include email correspondence, signed contracts, or any other written documentation. Each chargeback has a deadline to respond. Chargeback response periods vary by card network, with most schemes allowing a window between 7 – 30 days to submit a rebuttal.
- 2.
Contact the Customer: Notify the customer that you have received the chargeback notification. If the chargeback was a mistake on their part, they should notify their bank that they will allow the charge to go through.
IMPORTANT: Even if the customer has agreed to let the original transaction go through, you will still need to send the requested documentation to ePayPolicy. This is because the chargeback process has already started and the issuing bank is waiting on a response. If no response is given, the chargeback will be approved by default.
If you respond with required documentation in the allotted timeframe and the issuing bank does not fight your dispute, it will take approximately 60 days for you to win by default at which point the funds will be returned to your account.
When will funds be withdrawn from my account?
Your account will automatically be debited at the point the chargeback is reported. The funds will be returned to you if you win the dispute.
Related
Responding to a Chargeback - ePayPolicy
The article explains that a chargeback occurs when a customer disputes a credit card charge, and to respond effectively, merchants should promptly gather all relevant documentation and contact the customer to resolve the issue, then submit the evidence within the card network's response window (typically 7–30 days) to ePayPolicy to dispute the chargeback and potentially recover the funds.
What is a chargeback and how do I start the process? - ePayPolicy
A chargeback is a reversal of a card transaction initiated by the cardholder's bank after a dispute, and ePayPolicy offers a guide and customer support via chat and phone during business hours to assist with the process.
Reverse a payment - ePayPolicy
Only the recipient of funds can reverse a payment on ePayPolicy by voiding it before 8 PM EST to avoid fees or issuing a refund (full, net, or partial) after processing, with transaction fees being non-refundable and the payer or agency responsible for those costs, and the reversal process involves logging into the ePay Dashboard, selecting the transaction, choosing the refund type, and confirming, after which both parties receive email confirmation and the payer sees the refund within 2-10 business days.
Terms and Conditions - ePayPolicy
The ePayPolicy Terms of Service, effective June 3, 2026, establish a binding contract between ePayPolicy and its Customers for use of its integrated payment platform and services, include mandatory individual arbitration for disputes waiving class actions and jury trials, incorporate the Privacy and Acceptable Use Policies, and outline that additional services or promotional offers may be subject to separate terms requiring further agreement.
Are refund/void details written back to our management system if the ePayPolicy account is integrated? - ePayPolicy
Refund and void details, including bounced ACH payments, are not written back to integrated management systems from ePayPolicy accounts except for FinancePro, where only voids automatically sync back to the system, while all refund/void information remains accessible on the ePayPolicy dashboard.
How to Reverse a Payment
Only the recipient of funds can reverse a payment through the ePay Dashboard by voiding it before 8 PM EST to avoid fees or issuing a refund (full, net, or partial) after processing, with transaction fees being non-refundable and the payer or agency responsible for those costs.