This article applies to Chargeback.io merchants. It explains how refunds work for false positive, duplicate, failed transaction, previously refunded, and already chargeback alert cases.
This article does not explain how to refund unused Balance.
How Alert Refunds Work
Alert refunds are handled as Manual Credit Requests or System Credit Requests that are credited to your chargeback.
If you need credit for alerts with error statuses, follow this guide to file a Manual Credit Request.
If your request is approved, then the refund is applied to your account balance.
This changes your balance. It doesn't send a refund to your card or bank account.
What Happens After You Submit the Request
The following events will happen after you submit the request:
Our Billing team reviews the evidence.
You receive an automated email with the result.
If the request is approved, then the credit is applied to your balance.
If the request is rejected, then the email includes the next steps.
Reviews take a few business days.
What To Do If You Can't Submit a Credit Request
If you can't submit a Manual Credit Request, or evidence for a System Credit Request, then you will need to contact Support and send them the following information:
Alert ID of the chargeback alert in question
Screenshots of evidence proving the alert was false or duplicate
Follow our guide on acceptable evidence for crediting false or duplicate alerts.
💬 Still need help? Contact Chargeback.io support.