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  Chargebacks


What is a chargeback?

A chargeback occurs when a cardholder disputes a charge, or when the merchant did not follow proper card acceptance/authorization procedures. When a merchant receives a chargeback, the chargeback amount is automatically debited from their deposit account.


How can I dispute a chargeback?

To dispute a chargeback, please follow these steps:

    1. Review the details of the chargeback on the chargeback notice, focusing on the cardholder’s reason for dispute.
    2. Gather evidence to show why the cardholder’s claim is invalid.
    3. Email your evidence to chargebacks at ECSuite.com or fax it to (480)422-2047.

Once we receive your evidence, we will review it to ensure nothing is missing. Once approved, the chargeback will be reversed within 1-3 weeks. From the date of reversal, the issuing bank has up to 30-45 days to initiate a Pre-Arbitration, or 2nd chargeback.

EC Suite also offers access to an online chargeback management system called MerLink. MerLink allows merchants to view all incoming chargebacks and track the status of disputed chargebacks. If you’d like access to MerLink or if you have any questions, please send an email to chargebacks at ECSuite.com. Please note, the user must have a static IP address in order to access MerLink.


How should I respond to a retrieval request?

To respond to a retrieval request, also known as an RFC, please send us the sales receipt/invoice for the specified transaction. You can email your documentation to chargebacks at ECSuite.com or fax it to (480)422-2047.

EC Suite also offers access to an online chargeback management system called MerLink. MerLink allows merchants to view all incoming retrieval requests, chargebacks, and track the status of disputed chargebacks. If you’d like access to MerLink or if you have any questions, please send an email to chargebacks at ECSuite.com. Please note, the user must have a static IP address in order to access MerLink.


What are acceptable monthly chargeback thresholds?

EC Suite will work with merchants to remediate chargeback issues if their chargeback-to-sales ratio exceeds 1% in a given month. Visa and MasterCard also have programs in place to monitor excessive chargebacks. Violating these programs can result in significant penalty fees. The fee amount depends on the merchant’s business type, the number of chargebacks received, and the number of consecutive months violated.

  • If a merchant receives more than 100 Visa chargebacks AND their Visa sales-to-chargeback ratio exceeds 1% (current month’s chargebacks compared to current month’s sales), they will violate Visa’s Merchant Chargeback Monitoring Program.
  • If the merchant receives more than 100 MasterCard chargebacks AND their MasterCard sales-to-chargeback ratio exceeds 1.5% (current month’s chargebacks compared to previous month’s sales), they will violate MasterCard’s Excessive Chargeback Program.