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Sometimes, a card transaction can be disputed. Typically this will be because the cardholder or card issuer queries the payment. The cardholder may decide to get in touch with you directly to resolve the matter, however, occasionally they may approach their card issuer for assistance. When this happens the card issuer may decide to raise a ‘Request For Information’. A chargeback is a credit or debit card transaction, which has been disputed and returned unpaid by the cardholder's Bank or card issuer.
The following section in your Merchant Operating Instructions provides you with important information about chargebacks and what you should do if you receive a Request for Information:
A chargeback can occur even if you were previously given an authorisation code, as this is not a guarantee of payment. There are many reasons why chargebacks can happen under the Card Scheme regulations. These regulations are set by Visa, MasterCard, and JCB.
Please keep your terminal receipts and manual vouchers secure for 18 months after the transaction date, as you could be presented with a chargeback Request For Information (RFI) during this period and without this evidence we cannot defend you.
