This article applies only to customers using the AbodePay payment solution. If you are using a different payment provider, some steps or settings described here may not apply to your account. 


The Chargebacks tab shows any disputed transactions raised by cardholders through their banks. A chargeback occurs when a cardholder disputes a transaction with their card-issuing bank.


How chargebacks work:

  1. The cardholder contacts their bank to dispute a transaction.
  2. The card-issuing bank raises a case with Visa or Mastercard.
  3. The disputed amount is deducted from your next payout and held in an escrow account managed by Visa/Mastercard.
  4. AbodePay represents you throughout the dispute, while the card-issuing bank represents the cardholder.
  5. Visa or Mastercard makes the final decision, which can take up to 90 days.


IMPORTANT: Refund Fraud Prevention


Always refund the original card used for the transaction. Never refund to a different card owned by the guest, a different person's card, or via bank transfer.


A common fraud method involves paying with a stolen card, then requesting a refund to a different account. If a chargeback is later raised on the original payment, you would be liable for both the chargeback amount and the refund already paid out.


If you are unsure about a refund situation, contact your AbodePay representative for advice before processing.