When a chargeback occurs, the merchant has the opportunity to respond with evidence to dispute the claim. Responding promptly and providing strong supporting documentation can increase the chances of winning the chargeback.

Viewing Chargebacks

1. To see chargebacks in PradoPay:
2. Navigate to Admin > PradoPay
3. Filter the Payment Type to "Chargeback"
4. Select the chargeback you want to respond to and click on the “Respond” button. 
    

Chargeback Response Timeline

Each issuing bank has its own deadlines for responding to chargebacks. Merchants should aim to respond as soon as possible to avoid missing submission windows. Typically, responses should be submitted within 7–14 days from when the chargeback is initiated.

Best Practices for Winning Chargebacks

• Keep detailed records of all transactions, communications, and policies.
• Ensure policies are clearly visible on your website and during checkout.
• Respond to chargebacks as early as possible to avoid escalation.
• Use tracking and delivery confirmation to prove goods were delivered.
• Communicate with customers proactively to resolve disputes before they become chargebacks.

Chargeback Decision Outcomes

• Win (Final or Provisional): Funds are returned to the merchant.
• Partial Win: A portion of the chargeback amount is refunded.
• Loss: The funds remain with the customer.