1. Support
  2. Fraud and Risk
  3. Chargebacks & Payment Disputes

What is a Chargeback?

A "Chargeback" refers to a card payment dispute that is lodged on behalf of a cardholder by their issuing bank, and is a demand by the Issuer for the Merchant to make good the loss on a fraudulent or disputed transaction.

When successful, a chargeback results in funds being returned to the cardholder at the expense of the Merchant. For our purposes, the Merchant is either yourself as the platform/marketplace, the sub-merchant on your platform/marketplace or Zai. This largely depends on how you want chargebacks to be managed on your platform.

The Merchant is given the opportunity to remedy a chargeback; however, the issuing bank has the right to reject our evidence in favour of the cardholder if they deem our remedy evidence insufficient. In such cases, we have the option to escalate the matter into arbitration with the card scheme provider.