This information serves as general knowledge only. Please contact our Disputes Department directly for additional, detailed information.
2Checkout receives notification from the credit card provider that an account holder has initiated a dispute. The type of payment method or the location of the card issuer that was used to make the purchase will determine the type of chargeback that is received. The notification we send to the vendor will contain detailed information regarding that specific chargeback, what documents are needed to challenge the chargeback, and when the challenge process takes place. Since there are different types of chargebacks and alternate ways for representing chargebacks, it is important to carefully, and thoroughly read each notification that is sent from 2Checkout’s Disputes Department. Once a vendor has received the notice of a chargeback or an incoming chargeback, they can do one of the following.
- Let the dispute stand.
- Contact the customer and try to resolve the dispute.
- Contact 2Checkout for assistance with challenging the dispute.
If a vendor decides to challenge the chargeback, a response to the Disputes Department is needed within 7 days of receiving the chargeback/incoming chargeback notice. The response should include all necessary and appropriate documentation to challenge the chargeback.
Completed chargebacks from banks outside of the United States cannot be disputed after the retrieval time-period.
2Checkout.com occasionally receives notification from the credit card provider that the account holder is inquiring about a charge. On behalf of our vendors, 2Checkout.com will send a copy of the receipt to the credit card provider at no cost to the vendor. 2Checkout.com will also inform the vendor of the inquiry to give them the opportunity to contact the customer to resolve any possible issues that could result in a chargeback.
If there are any questions about the chargeback process, please contact the Dispute Department by email at chargeback@2CO.com or by using the contact information provided here.
