Common reasons and how to respond

A chargeback dispute begins when a cardholder challenges a transaction by contacting their issuing bank. Common reasons include:

• Suspected fraud
• Unauthorized transactions
• Customer disputes (e.g., product not received, poor quality)
• Retrieval-based chargebacks
• Processing errors

Each type of chargeback requires a tailored response.

Start by talking to your customer

Upon receiving a chargeback notice, review the transaction details and gather evidence. If you believe the dispute is invalid, try reaching out to the customer directly to resolve the issue.

Recommended actions:

• Clarify the order with the buyer. Remind them of the transaction details, especially if the order was placed by a family member or forgotten.
• If the transaction is valid, ask the cardholder to contact their bank to cancel the dispute and retain proof of this communication.
• If necessary, submit this communication record as part of your dispute evidence.

If resolution with the customer fails, proceed with the steps below.

Handle fraud or unauthorized transaction disputes

When a cardholder claims they didn’t authorize the charge, the dispute is categorized as fraudulent—often due to stolen or misused cards. This is one of the most common chargeback reasons.

Suggested evidence:

• Shipping documents, tracking numbers, and delivery confirmation
• IP address and geolocation used at the time of payment
• Customer’s payment details
• A signed statement from the customer acknowledging the transaction

TIP

Fraud prevention tip
Use manual review for suspicious orders. Delay shipment until a fraud risk assessment is complete. Frequent disputes can lead to frozen payment privileges. Genstore cannot reverse bank decisions, and any fees resulting from the process are the merchant’s responsibility.

Handle unrecognized business name disputes

This happens when the customer doesn’t recognize your business name on their statement.

Additional evidence (in addition to above fraud-related materials):

• Business registration certificate
• Screenshot of your store branding at checkout
• Explanation of how your business name appears during payment

Handle duplicate charge disputes

These disputes occur when a customer believes they were charged more than once for the same item or service.

Suggested evidence:

• Proof that the two transactions are for different products or services
• A comparison of the transaction details
• Explanation of why multiple charges occurred
• Any communication with the customer explaining the situation

If it’s due to a system error, you should accept the chargeback and process a refund promptly.

Handle subscription service disputes

These arise when a customer cancels a subscription but is still charged afterward.

Suggested evidence:

• Subscription cancellation policy and where it was disclosed
• Communication history about the cancellation
• Usage logs during the service period
• Proof that cancellation terms were communicated clearly
• Any renewal reminders sent to the customer

If the charge occurred during a valid subscription period, provide logs or evidence showing the customer continued to use the service.

Handle delivery or non-receipt disputes

These disputes happen when customers claim they didn’t receive the product or service.

Suggested evidence:

• Shipping documents and tracking history
• Delivery confirmation with timestamp
• Delivery confirmation issued by the shipping carrier
• Order and payment information
• For digital products: usage logs and delivery records

Handle product quality disputes

These disputes are tied to complaints about product quality, damage, or incorrect items.

TIP

If you offered to help resolve the issue (e.g., replacement, refund), include this communication as part of your evidence.

Suggested evidence:

• Shipping and delivery proof
• Product listings and descriptions from your storefront
• Quality inspection reports
• Comparison between product description and received item
• Return/exchange communication records

Even if you’ve reached an agreement with the customer, submit the full documentation to support your case.

Handle refund not received disputes

These occur when a customer returns a product or cancels a transaction but claims they didn’t receive a refund.

Suggested evidence:

• Your refund and return policy
• Communication showing refund request and response
• Internal finance system screenshots
• Bank transfer confirmation or payment processor proof

If the refund was processed before the chargeback, provide exact timestamps. If the refund could not be completed, explain the reason clearly to the customer and retain evidence of the communication.

Understand Genstore’s role in the chargeback process

Genstore will submit your evidence to the issuing bank exactly as provided. The issuing bank or card network makes the final decision. Merchants are responsible for any financial loss from disputes, including product costs and any fees resulting from refunds or chargebacks.