Disputes: How to Handle Chargebacks

Modified on Mon, 25 Mar 2024 at 01:48 PM


All International accounts as well as some accounts from US & CA that registered for Payments AI before January 1, 2024 are enrolled in the Full-Service chargeback program through Chargebacks911.

To determine if your account is under this full service program or not, please click the Disputes tab from the top menu. If you see the message below shown in blue, then your account is part of this program. If you do not see this message banner, then you will need to represent your disputes following the instructions here




Full-Service Chargeback Program Details:


As part of the program, Chargebacks911 will represent all chargebacks of valid sales, such as chargebacks resulting from friendly and malicious fraud by responding to a chargeback, providing evidence such as transaction records, customer communications, and delivery confirmations to the bank or payment processor, demonstrating that the transaction was legitimate and met all agreed-upon terms.

Please know that while a chargeback is in progress, the status of a chargeback will not be updated until an outcome has been determined by the bank. After it has been determined the invoice will reflect appropriately.

As it goes through the process you will see a variety of statuses as shown below. You can also see on the right hand side what category of chargeback that it is:



IMPORTANT: Chargebacks are decided by the card issuing bank and are determined by the rules and regulations set by the card payment brand. Disputing a chargeback does not guarantee and decision in your favor. It can take up to 120 days from the date of the chargeback for the bank to make a final determination.

Once a chargeback has been initiated on a transaction, you cannot refund it. 


If you would need a full reporting from Chargebacks911 on your disputes, please reach out to support at support@payments.ai and we can request one for you.

If you have any additional questions, please contact our Support Team by clicking the support widget in the bottom right corner of this page or email us at support@payments.ai.


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