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Disputing a chargeback

yetipay Chargeback Guide

This guide will help you understand how to respond to a chargeback, what documents to submit, and what timelines to expect. If you've received a notification that a chargeback has been raised against you, please follow the steps below carefully.

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  1. How to Dispute a Chargeback
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    If you believe a chargeback is invalid and you want to contest it, follow these steps:

    1. Check your email for "You have received a chargeback". It gives the amount and the date to share your evidence by. Select "View your disputes", or log in to Basecamp and go to Disputes. If you have more than one account, choose "All accounts" in the filter at the top left.

    2. Open the chargeback and check the reason and the deadline.

    3. Gather your supporting evidence (see Section 2).

    4. Upload your evidence to the chargeback before the deadline. Send it all in one go, because it can't be added to or changed once it's been submitted.

    The deadline is always shown on the chargeback in Basecamp.

    Important: If no evidence is submitted by the deadline, the chargeback is lost automatically.
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  2. What Evidence Should You Provide?
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    The evidence required depends on the reason code for the chargeback, but here are common examples of useful documents:

    1. Proof of delivery or service (e.g., courier tracking, signed delivery note, timestamped service confirmation)

    2. Customer communication (e.g., emails, messages confirming acceptance of goods/services)

    3. Refund policy clearly shown at point of sale or online

    4. Proof that the customer used the product or service

    5. In-store receipts or signed transaction slips

    If in doubt, include more context rather than less. The clearer your evidence, the higher the chance of a successful dispute.
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  3. Timeline for Chargeback Resolution
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    Once a chargeback has been submitted:

    1. Once you've uploaded your evidence in Basecamp, it goes to the acquiring bank.

    2. The acquiring bank reviews and forwards it to the customer’s bank.

    3. The resolution process typically takes 60 to 90 days, but can vary depending on the card network and complexity of the case.

    You will be notified of the outcome as soon as we receive a decision.

For any urgent issues or if you're unsure about what to include, message us in the chat or email [email protected].

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