A merchant chargeback is a disputed payment between a cardholder and merchant. It’s requested by a customer and then issued by the cardholder's financial institution for a disputed transaction.
Chargebacks can be common and it’s important that you’re fully aware of your obligations, the processes involved and the possible outcomes. This may include you being liable for the full disputed payment amount.
If you receive a chargeback notice, you need to provide evidence that supports the legitimacy of the disputed payment and that it was authorised by the cardholder. This may include:
We also recommend contacting your client (i.e. the cardholder) directly to find out more information. If the dispute isn’t resolved and the cardholder doesn’t withdraw the dispute or you’re unable to send us sufficient supporting documentation, your account may be debited for the disputed amount. You can find out more about merchant chargebacks on our website here.
If an incorrect payment has been made into your account, the payer may request a BPAY® Recall through their financial institution to have the payment reversed.
Once Macquarie receives the BPAY Recall, we’ll contact you to confirm the recall request and send the funds back to the payer. Once you have provided confirmation, the funds will be debited from your account within 1-3 business days.
® Registered to BPAY Pty Ltd ABN 69 079 137 518
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