What is a chargeback, and where can I check its details?

Chargeback is a “forced” refund procedure where a user wants to receive back the funds for a processed payment by contacting their bank directly.

If the chargeback request we receive can be disputed, our department in charge will inform you via tickets and ask for the details that our payment partner requires for further investigation. There is always a certain timeframe in which you must provide the requested data to our team: in some cases, it can be one business day, and in others, three business days (it depends on the type of request). Therefore, if you wish to dispute an issue, please consider this and submit the information within the deadline specified by our team in the ticket.

Please note that there is also a fine starting from 20 USD for each chargeback.

You can find the initiated chargebacks with their current statuses (New/Accepted/Rejected) in the Chargeback section of your admin panel. 

In the details of a particular chargeback, you can also find the details of the parent transaction. You can open it in a new window by clicking this button .