Understanding credit card chargebacks & disputes

• A chargeback (or “dispute”) is when a cardholder (the shopper) contacts their card issuer and requests reversal of a transaction, claiming some problem (fraud, non-receipt, misrepresentation, cancellation, etc.). 

• The card issuer temporarily credits the cardholder, then seeks to recover funds from the merchant (via the acquiring bank). 

How are credit card Chargebacks handled with AndDone?

Once AndDone receives the credit card chargeback notification, we promptly begin the chargeback resolution process:

• Merchant receives a chargeback notification email.
• AndDone will net the full chargeback amount from your upcoming eligible payout, ensuring your account does not become negative.
• There is no automatic withdrawal or debit from your account; recovery is managed through adjustments to future payouts.

Why Did My Shopper Dispute Their Payment?

There are many reasons why a shopper may dispute a payment—for example, they may not recognize the transaction on their credit card statement.

We recommend reaching out to the shopper to understand the reason for the dispute and, if appropriate, work toward collecting a replacement payment.

Interested in Defending the Chargeback?

If you want to challenge the dispute (also known as “defending” or “representing” it):

• Contact AndDone Support at support@anddone.com
  Our team will walk you through next steps.
• Support may provide key details, such as:
  • Your submission deadline
  • Required documentation (e.g., proof of services rendered, copies of policies, etc.)

If you need assistance or have any further questions, please click here to contact our support team.