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Chargeback Management Online Merchant Payment Processing Chargeback Management Merchant Chargeback Guide Last Updated March 2021 Copyright © 2021 Paysafe Holdings UK Limited. All rights reserved. Paysafe Financial Services Limited (FRN: 900015), Skrill Limited (FRN: 900001) and Prepaid Services Company Limited (FRN: 900021) are all authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money and payment instruments. The NETBANX® trademark is the property of Paysafe Processing Limited. Paysafe Services Corp is a registered ISO/MSP of Merrick Bank, South Jordan, UT. NETELLER and Net+ are registered trademarks of Paysafe Holdings UK Limited. Skrill is a registered trademark of Skrill Limited. paysafecard is a registered trademark of Paysafecard.com Werkarten GmbH. Net+ and Skrill Prepaid Mastercards are issued by Paysafe Financial Services Limited and paysafecard Mastercard Cards are issued by Prepaid Services Company Limited pursuant to licences from Mastercard International. Mastercard is a registered trademark of Mastercard International. This manual and accompanying electronic media are proprietary products of Paysafe Group Limited. They are to be used only by licensed users of the product. © 1999–2021 Paysafe Group Limited. All rights reserved. The information within this document is subject to change without notice. The software described in this document is provided under a license agreement and may be used or copied only in accordance with this agreement. No part of this manual may be reproduced or transferred in any form or by any means without the express written consent of Paysafe Group Limited. All other names, trademarks, and registered trademarks are the property of their respective owners. Paysafe Group Limited makes no warranty, either express or implied, with respect to this product, its merchantability or fitness for a purpose other than as expressly provided in the license agreement of this product. For further information, please contact Paysafe Group Limited. 1 Copyright © 2021 Paysafe Holdings UK Limited. All rights reserved. Paysafe Financial Services Limited (FRN: 900015), Skrill Limited (FRN: 900001) and Prepaid Services Company Limited (FRN: 900021) are all authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money and payment instruments. The NETBANX® trademark is the property of Paysafe Processing Limited. Paysafe Services Corp is a registered ISO/MSP of Merrick Bank, South Jordan, UT. NETELLER and Net+ are registered trademarks of Paysafe Holdings UK Limited. Skrill is a registered trademark of Skrill Limited. paysafecard is a registered trademark of Paysafecard.com Werkarten GmbH. Net+ and Skrill Prepaid Mastercards are issued by Paysafe Financial Services Limited and paysafecard Mastercard Cards are issued by Prepaid Services Company Limited pursuant to licences from Mastercard International. Mastercard is a registered trademark of Mastercard International. Contents Introduction ....................................................................................................................................................................... 4 Chargebacks and Retrieval Requests ................................................................................................................................. 5 Why do Chargebacks and Retrieval Requests Occur? ........................................................................................................ 6 Fraud ............................................................................................................................................................................................... 6 Product Quality .............................................................................................................................................................................. 7 Customer Service Problems ......................................................................................................................................................... 7 Refund Problems ........................................................................................................................................................................... 7 Processing Problems .................................................................................................................................................................... 8 Chargeback Time Frames .................................................................................................................................................. 9 How Long Does a Chargeback/Retrieval Request Take? ......................................................................................................... 9 The Chargeback and Retrieval Request Process .............................................................................................................. 10 Life Cycle of the Retrieval Request ............................................................................................................................................10 Life Cycle of the Chargeback Process .......................................................................................................................................13 Chargeback Disputes ..................................................................................................................................................................14 Chargeback Disputes through SFTP .........................................................................................................................................16 Auto-Dispute ................................................................................................................................................................................17 The Visa Claims Resolution (VCR) Chargeback Process ................................................................................................... 18 Processing Error and Consumer Disputes ...............................................................................................................................18 Fraud and Authorization-Related Disputes .............................................................................................................................18 Life Cycle of the Chargeback Process for the VISA Allocation Flow ......................................................................................19 Chargeback Disputes for the VISA Allocation Flow .................................................................................................................19 The Pre-arbitration Process ............................................................................................................................................. 20 Pre-arbitration and Arbitration ..................................................................................................................................................20 Pre-arbitration Process ...............................................................................................................................................................21 Pre-compliance Chargeback .....................................................................................................................................................22 How to Check if your Dispute was Won or Lost ................................................................................................................ 24 2 Copyright © 2021 Paysafe Holdings UK Limited. All rights reserved. Paysafe Financial Services Limited (FRN: 900015), Skrill Limited (FRN: 900001) and Prepaid Services Company Limited (FRN: 900021) are all authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money and payment instruments. The NETBANX® trademark is the property of Paysafe Processing Limited. Paysafe Services Corp is a registered ISO/MSP of Merrick Bank, South Jordan, UT. NETELLER and Net+ are registered trademarks of Paysafe Holdings UK Limited. Skrill is a registered trademark of Skrill Limited. paysafecard is a registered trademark of Paysafecard.com Werkarten GmbH. Net+ and Skrill Prepaid Mastercards are issued by Paysafe Financial Services Limited and paysafecard Mastercard Cards are issued by Prepaid Services Company Limited pursuant to licences from Mastercard International. Mastercard is a registered trademark of Mastercard International. Common Chargeback Reason Codes .............................................................................................................................. 26 Visa Dispute Reason Codes ........................................................................................................................................................26 Mastercard Dispute Reason Codes ...........................................................................................................................................39 How Paysafe can Help...................................................................................................................................................... 42 How you can Help Yourself .............................................................................................................................................. 44 General information ....................................................................................................................................................................44
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