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The chargeback process

What is a chargeback?

A chargeback occurs after a buyer contacts their credit card issuer to dispute a charge that appears on their credit card statement. Chargebacks may be issued for a number of reasons, including, but not limited to, the following:

  • An unauthorised party has made a purchase with the buyer's credit card
  • The buyer has concerns about the validity of the purchase
  • The buyer has been charged multiple times for the same order
  • The buyer is unsatisfied with a purchase and hasn't been able to resolve the problem with the merchant
  • The buyer hasn't received the purchased items as they were described
  • The buyer hasn't received the purchased items

The chargeback process

The typical chargeback process consists of the following steps:

  1. Your buyer contacts the credit card issuing bank to dispute a specific charge.
  2. The credit card issuer contacts the appropriate credit card association, who then notifies Google of the chargeback.
  3. Google alerts you of the chargeback via email and requests supporting documentation to contest it on your behalf. To dispute a chargeback, you must reply to this email by the reply-by date indicated.
  4. Google reviews the details of the chargeback and the documentation provided by you.
  5. If possible, Google submits the evidence to the credit card issuer in an attempt to reverse the chargeback.
  6. If Google successfully disputes the chargeback on your behalf, no further action is required. If the credit card issuer does not resolve the chargeback in your favour, you may be liable for the chargeback.

Chargeback liability

Keep in mind that Google can only forward your chargeback response to the credit card issuers for review. The credit card issuer is ultimately responsible for determining the resolution of chargebacks.

If you're found liable for a chargeback:

  1. You'll receive a notification email from Google with details about the chargeback.
  2. You'll receive a credit for the fee that you were originally charged.
  3. You'll be charged for the full amount of the chargeback.
  4. The chargeback amount and chargeback fees will appear on your Earnings Report with Transaction Type: Chargeback.

Things to remember if you receive a chargeback notification:

  • Because credit card issuers require that any documentation be received within a certain number of days, prompt replies to our information requests are necessary, if you have any substantial information to contest the chargeback. Once this time frame has expired and the credit card issuer has resolved a chargeback in the buyer's favour, they will not review any additional documentation.
  • The final status of a chargeback may not be determined for several weeks or, occasionally, several months after it is initiated. However, if your account is debited at any point, you will receive an email notification.
  • Keep in mind that Google can only attempt to reverse the chargeback on your behalf. The credit card issuer is ultimately responsible for determining the resolution of a chargeback.

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