Why my chargeback request has been rejected?
Updated over a week ago

Your chargeback may have been rejected for various reasons. Here are some common eligibility criteria that could lead to a chargeback rejection:

1- The transaction has been authorized by the cardholder:

The transaction has been authorized by SCA (Strong Customer Authentication) a security requirement that verifies electronic payments using at least two forms of identification. This can include:

  • Verification code Received by SMS

  • Transaction validated by a paired device

  • Physical transaction authorized by PIN

2- The transaction has been done by Google Pay or Apple Pay

Because of the additional layer of security provided by tokenization and biometric authentication (Face ID, Touch ID), transactions made through Google Pay or Apple Pay are considered more secure. This can lead to a perception that chargebacks, which are often requested due to unauthorized transactions or fraud, are less applicable or necessary.

3- The delay to request a chargeback has past

According to the type of transaction that you want to dispute, you have different delays

  • 90 days for commercial dispute and ATM dispute

  • 8 weeks (56 days) for a fraud

4- Your transaction has been already disputed

Once you dispute a transaction, your case will be analyzed carefully. If the refund is not possible, you will not be able to dispute the same transaction again.

5- No evidence of fraud and merchant’s terms and conditions are respected

When the transaction has been authorized by the cardholder, a commercial dispute can be initiated. When a customer makes a purchase, they often agree to the seller's terms and conditions. These terms include refund policies, which may state that sales are final or that refunds are only available under specific conditions (e.g., defective merchandise, incorrect orders). If the purchase complies with all the terms and conditions, the seller has fulfilled their part of the agreement.

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