Help & Support


  • What is a chargeback?

    When a customer disputes a charge with their bank or credit card company, the industry refers to this as a ‘Chargeback’. Essentially, the cardholder is saying that they do not feel they should pay for the transaction that has shown up on their bill. Following the cardholder’s dispute, many banks immediately side with the customer without looking into the matter any further and initiate a formal chargeback. Judopay will work with you to dispute the chargeback and help you prove that the charge was valid.

    May 03, 2018 09:18AM IST
  • How are chargeback disputes handled?

    Judopay receives a notification of the disputed charge and automatically sends you a notification via email with details. Judopay works with you and the customer’s credit card company to resolve the chargeback. The disputed amount is held as a reserve against your available funds and a chargeback fee of £15 is deducted from your account, to cover the costs of the chargeback investigation.

    May 03, 2018 09:17AM IST
  • Who has to do what to resolve a chargeback dispute?

    Once we contact you, you have the option to accept the chargeback—effectively refunding the transaction—or dispute the chargeback. If you do nothing, we will assume you accept the chargeback. If you dispute the chargeback, confirming that the transaction occurred and you sold that customer your product/service, Judopay will automatically provide details of the transaction including a copy of the receipt to the cardholder’s bank. From there, Judopay will work with you to resolve the matter appropriately.

    May 03, 2018 09:17AM IST
  • How long after a transaction can a chargeback occur?

    Chargebacks can happen up to 6 months after a transaction is complete, but are most likely to occur in the first 30 days after a transaction. Keep your records for at least a year to stay fully protected.

    May 03, 2018 09:16AM IST
  • How can I avoid chargebacks?

    Have clear return and refund policies and post them clearly. Use a recognizable name when you register with judo. Record your judo Receipt IDs on any other receipt documentation you produce in conjunction with a transaction. Save any shipping records and carefully document major disputes you have with a customer. For large transactions, ask to see the customer's identification matching the name on the card they are using. For more information on chargebacks please click here.

    May 03, 2018 09:16AM IST
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