Manage chargebacks and disputes

A chargeback happens when a customer contacts their bank to challenge a transaction rather than seeking a refund directly from you. If this occurs, our payment processor will auto-dispute the chargeback to provide a window for you to "represent" the charge and submit evidence against illegitimate claims.

How to Handle a Dispute

If you receive a dispute notification, follow these steps immediately to improve your chances of a reversal:

1. Act Fast: You have a strict deadline (often 30 days or less) to respond. Missing this window will result in an automatic loss.

2. Gather Evidence: Collect every piece of documentation related to the sale, including:

   • Signed contracts and invoices

   • Proof of delivery or service completion

   • Communication logs (emails/texts) with the customer

   • Your signed terms and conditions or refund policy

3. Submit via CardPointe: Upload your evidence through the CardPointe application. This is the secure portal where Fiserv gathers your data to present to the customer's bank.

   • You can find a link to the CardPointe app inside of your Mallow portal. Go to the Merchant Hub tab > Disputes > Click on the "Open CardPointe" button.

Proactive Prevention

The best way to manage disputes is to stop them before they start:

• Clear Billing Descriptors: Ensure the name that appears on a customer’s bank statement is easily recognizable as your business.

• Informative Invoices: Follow all invoicing best practices, including proper branding, including merchant and client information, thorough descriptions, and accurate pricing.

• Accessible Policies: Clearly display your return, refund, and cancellation policies on your website and invoices.

• Proactive Communication: Most disputes arise from confusion. Resolving an issue directly with a customer is always faster and cheaper than a bank-led chargeback.

• Robust Documentation: Always have signed contracts and detailed invoices for every client.