[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"questions:item:en:what-is-a-chargeback":3},{"id":4,"title":5,"answer":6,"body":7,"category":127,"description":128,"extension":129,"meta":130,"modifiedAt":131,"navigation":132,"pairId":133,"path":134,"publishedAt":135,"question":136,"relatedPath":116,"seo":137,"seoTitle":138,"sitemap":139,"slug":140,"stem":141,"translationSlug":142,"__hash__":143},"questions_en\u002Fen\u002Fquestions\u002Fwhat-is-a-chargeback.md","What Is A Chargeback","A chargeback is a forced reversal of a payment initiated by the buyer's bank when the customer disputes the transaction. Unlike an ordinary refund, which the merchant issues themselves, a chargeback happens without their consent: the bank or the payment system decides, based on the evidence submitted.",{"type":8,"value":9,"toc":119},"minimark",[10,13,18,21,38,41,45,63,67,84,88,105],[11,12,6],"p",{},[14,15,17],"h2",{"id":16},"how-a-chargeback-differs-from-a-refund","How a chargeback differs from a refund",[11,19,20],{},"The difference is who starts the process and who decides the outcome.",[22,23,24,32],"ul",{},[25,26,27,31],"li",{},[28,29,30],"strong",{},"A refund"," is started by the merchant: the customer contacted support, the store agreed and returned the money. Fast, with no dispute and no penalties.",[25,33,34,37],{},[28,35,36],{},"A chargeback"," is started by the customer through their bank. The merchant is informed after the fact and asked to prove the transaction was legitimate and the obligations were met.",[11,39,40],{},"For a business this matters: a refund is routine, a chargeback is a conflict that has already moved beyond a conversation with the customer.",[14,42,44],{"id":43},"how-the-process-runs","How the process runs",[46,47,48,51,54,57,60],"ol",{},[25,49,50],{},"The customer files a claim with their bank and states the reason for the dispute.",[25,52,53],{},"The issuing bank sends the request through the payment system.",[25,55,56],{},"The merchant is notified and given a deadline to respond.",[25,58,59],{},"The merchant collects evidence: order confirmation, proof of delivery or service, correspondence, refund terms.",[25,61,62],{},"The payment system rules on the case. If the merchant misses the deadline, the dispute is decided in the customer's favour automatically.",[14,64,66],{"id":65},"common-reasons","Common reasons",[22,68,69,72,75,78,81],{},[25,70,71],{},"The customer did not recognise the transaction on their statement — for example, it shows an unfamiliar company name.",[25,73,74],{},"The goods were not delivered or the service was not provided on time.",[25,76,77],{},"What arrived does not match the description.",[25,79,80],{},"The merchant ignored a refund request.",[25,82,83],{},"Fraud: the card was used by someone other than its holder.",[14,85,87],{"id":86},"how-to-reduce-chargebacks","How to reduce chargebacks",[22,89,90,93,96,99,102],{},[25,91,92],{},"Use a clear billing descriptor the customer will recognise on their statement.",[25,94,95],{},"Publish refund terms and delivery times where they are visible before payment.",[25,97,98],{},"Reply to enquiries quickly: most chargebacks are a support conversation that never happened.",[25,100,101],{},"Keep your evidence: receipts, tracking numbers, acceptance certificates, access logs for digital products.",[25,103,104],{},"Enable 3-D Secure — for an authenticated transaction, liability for a fraudulent payment shifts to the issuing bank in a number of cases.",[11,106,107,108,113,114,118],{},"How disputes are handled at MulenPay is set out in the ",[109,110,112],"a",{"href":111},"\u002Frefund-policy","refund and chargeback policy","; to start accepting payments, see ",[109,115,117],{"href":116},"\u002Fgetpayments","online payment acceptance",".",{"title":120,"searchDepth":121,"depth":121,"links":122},"",2,[123,124,125,126],{"id":16,"depth":121,"text":17},{"id":43,"depth":121,"text":44},{"id":65,"depth":121,"text":66},{"id":86,"depth":121,"text":87},"operations","A chargeback is a payment dispute raised through the buyer's bank. How it differs from an ordinary refund, how the process runs and how to reduce them.","md",{},null,true,"question-01","\u002Fen\u002Fquestions\u002Fwhat-is-a-chargeback","2026-08-11","What is a chargeback and how does it differ from a refund?",{"description":128},"What is a chargeback and how it differs from a refund",{"loc":134},"what-is-a-chargeback","en\u002Fquestions\u002Fwhat-is-a-chargeback","chto-takoe-charjbek","MVO-8Xv1fZGs-kBxR_SlesBFDYkgAssKXcd46YJt0fw"]