A chargeback is an adjustment to a merchant's account from a previous sales transaction. The reasons for chargebacks can be due to errors made by the merchant when submitting credit card transactions or violation of the card brands operating regulations. There are four categories of chargebacks:
Please see the Merchant Operating Manual or the Card Brand Rules and Regulations for more information about chargebacks.
When a chargeback occurs, Moneris will email you a Sales Draft Request or Chargeback Notification. This message, which you can view by logging into Merchant Direct, may ask you for a copy of the receipt or other required documentation as proof that the cardholder authorized the sale. We may also ask for other supporting documents related to the sale.
When you receive these notices, please respond to them within the timeframe indicated on the notice. There is no need to fax or mail anything. Simply log in to your Merchant Direct account and go to the Summary of Outstanding Chargebacks or Summary of Outstanding Copy Requests to view the dispute details, upload documents, and/or accept the dispute.
Review the tips below to help protect your business from Chargebacks.
Non-receipt of merchandise
Quality of merchandise or service
Fraudulent card-present transactions
Lack of proper authorization
Get in the know with your business’ transaction reports