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Chargebacks are the process a card network uses to resolve cardholder disputes for eligible transactions. This page explains the typical lifecycle so your product and support team can set expectations.

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The lifecycle (typical)

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1) Cardholder reports an issue

Your support team collects the basic facts:
  • what happened and when
  • what the cardholder expected
  • whether they already contacted the merchant
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2) Dispute is submitted

You submit a dispute with a clear narrative and evidence.
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3) Review and evidence exchange

The case may move through review stages. Additional evidence can be requested.
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4) Outcome

Typical outcomes:
  • accepted (cardholder wins; refund may be processed)
  • rejected (cardholder loses; original transaction stands)
  • cancelled/closed (the case ends without further action)
Timelines depend on the card network and the merchant’s response. Many disputes take weeks and can take up to ~90 days.

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Evidence checklist (practical)

Prepare:
  • receipts, invoices, or confirmation emails
  • delivery proof (tracking, signature)
  • merchant communications (chat/email)
  • cancellation/refund policy and proof the user accepted it (when relevant)
  • screenshots showing what the user saw in your app (when relevant)

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Eligibility and common exclusions

Not every transaction is eligible for a chargeback. As an example, some 3DS-authenticated transactions may be excluded by program rules. Use your program guidance and the dispute API response to decide what you can and cannot submit.

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What to communicate to users

In your UI:
  • show the current dispute status clearly
  • explain what information (if any) is still needed
  • set a realistic timeline (“this can take several weeks”)