> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dimepayments.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chargebacks and returns

> See chargebacks filed against your account and understand how to respond to them.

## 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**.

<Note>
  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).
</Note>

## Reading a chargeback

Each chargeback record includes:

| Field                    | What it means                                     |
| ------------------------ | ------------------------------------------------- |
| **Chargeback code**      | The reason code assigned by the card network      |
| **Representment status** | Where the chargeback sits in the response process |
| **Result**               | The outcome once the case is decided              |
| **Days to represent**    | How many days remain for you to respond           |

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

## 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:

<Steps>
  <Step title="Email support with your documentation">
    Contact [help@dimepayments.com](mailto: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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

You can follow the outcome through the **representment status** and **result** fields on this report.

## 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](mailto: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](/guides/webhooks) for that.

## 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