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What this report shows

A chargeback happens when a cardholder asks their bank to reverse a charge. An ACH return is the bank equivalent for a bank payment. The Chargebacks & returns report shows every chargeback and return filed against your account, along with where each one stands. Find it in the sidebar under Reports > Chargebacks & returns.
This screen is a report. You can search, filter, export, and open a chargeback to see its detail, but you do not submit your response here. Responding happens by email (see below).

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Reading a chargeback

Each chargeback record includes: Keep an eye on days to represent. Once that window closes, the chargeback can no longer be contested.

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Responding to a chargeback

There is no evidence-upload screen in the dashboard. Responding to a chargeback is handled with help from your Dime Payments team:
1

Email support with your documentation

Contact help@dimepayments.com and provide your supporting information in writing. Per your merchant agreement, you must supply all pertinent and requested information, or the response can be denied.
2

Include your evidence

Helpful documentation includes a signed receipt or authorization, proof of delivery or service, customer communication confirming the purchase, and any refund policy the customer agreed to.
3

Act before the deadline

Send everything well before the days to represent window closes. Your Dime Payments team handles the submission to the processor from there.
You can follow the outcome through the representment status and result fields on this report.

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Staying on top of chargebacks

You receive an email alert when a chargeback is filed and when its status changes. Both alerts point to the same place to respond, help@dimepayments.com. If you have a developer integration, they can also subscribe to the Credit Card Chargeback webhook to catch chargebacks automatically. See the Webhooks guide for that.

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Reducing chargebacks

  • Use a clear billing descriptor so your business name is recognizable on card statements
  • Respond to customer complaints quickly, since a refund is almost always cheaper than a chargeback
  • Use address and CVV verification on card-not-present transactions
  • Send receipts, which cut down on “I do not recognize this charge” claims
  • Honor refund requests promptly, so customers do not call their bank instead