How to manage and respond to chargebacks in Payments Insider (MPI)

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A chargeback is when a cardholder disputes a charge with their card issuer and the payment is reversed.

How do I run a chargeback report?

The Chargeback Summary Report shows chargeback activity for the previous 24 months.

1. From the left side menu, under reports, select chargebacks.
2. Narrow your search with the drop-down filters.
3. Remember to apply filter and press on show results.
   

   

You can export or download the report. If the spreadsheet doesn’t load right away, a notification icon appears at the top right of your page once it’s ready to download.

How do I respond to a chargeback?

Chargeback notices are sent by secure email to the primary business email on file. Each notice shows the respond-by date and lets you accept or fight the chargeback.

• If you agree with the chargeback, you don’t need to do anything.
• If you want to dispute it, check that option on the notice and submit it together with evidence, such as a signed receipt or invoice.

You can send your response one of three ways:

How do I respond inside Payments Insider?

1. Generate the chargeback summary report, then select the chargeback you want to respond to.
   

   

2. Click on it. The transaction detail screen opens with the transaction date, amount, terminal ID, card type and more.
3. Scroll to the bottom of the transaction detail page. If you can respond from within Payments Insider, you’ll find a copy of the notification, any related materials (for example a cardholder questionnaire), and the option to remedy (respond) and upload supporting evidence.