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.
A chargeback is a card transaction reversed by the cardholder's bank after disputing a charge.
ePayPolicy has created this guide to answer common questions and provide you with the process.
If you still have questions or prefer to get help directly from an agent, our team can be reached during normal business hours, Monday through Friday 8AM-5PM CST, via the "Let's Chat" feature on the bottom right corner of our website.
If you would prefer to speak to someone via a phone call, during normal business hours, contact our Customer Support team at 844-372-9300.
Related
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 - 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.
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.
Can I pass the transaction fee on to my customers? - ePayPolicy
ePayPolicy allows businesses to pass credit card and ACH transaction fees to customers through a compliant payment page that clearly displays fees and deducts them from payments before remittance, while also offering an option to absorb fees uniformly across all transactions upon request.
Using ePayPolicy FAQ - ePayPolicy
The ePayPolicy FAQ explains that the platform accepts major credit cards (Visa, Mastercard, American Express, Discover), processes payments (credit, debit, ACH) typically settling in about 2 business days, sets transaction limits that can be increased, provides daily batch deposit reports via an online dashboard, notifies users of bounced ACH payments with associated fees, only accepts credit card payments in Canada, and has variable processing fees depending on location, with transaction tracking available through a dashboard link sent upon signup.