Table of contents
What is a chargeback?
Common reasons for chargebacks
What to do if you receive a chargeback
Important notes
What is a chargeback?
A chargeback occurs when a cardholder disputes a transaction with their bank, and the bank reverses the payment. This results in a deduction from your account of:
The order amount, and
A chargeback fee (usually around $15/€15/£15)
Common reasons for chargebacks
Customers may initiate a chargeback for various reasons. Below are the most common:
Stolen card: The card was used fraudulently by someone other than the rightful owner.
Friendly fraud: The cardholder (or someone with their permission) made the order but later denied it with the bank.
Unrecognized transaction: The cardholder doesn't recognize the transaction or description on their bank statement.
Goods not received: The cardholder claims the order was placed but not received.
What to do if you receive a chargeback
Contact the customer directly
Ask why they initiated the chargeback.
If it was due to friendly fraud or a misunderstanding, the customer may be willing to:
Cancel the chargeback by contacting their bank, or
Reimburse you directly.
Understand the platform action
Once a chargeback is registered, Flipdish automatically blocks the customer from making future card payments on the platform.
Submit evidence
While you can dispute chargebacks, the final decision is made by the issuing bank.
Provide detailed evidence to support your case (e.g. order confirmation, delivery records, customer communication).
Important notes
Disputing a chargeback does not guarantee a successful outcome.
Banks ultimately decide the result, so providing clear and thorough evidence improves your chances.
To learn more about Flipdish's products or how to grow your online business enroll for FREE in the Flipdish Academy here: http://academy.flipdish.com/