Standard processing time for refunds is 3-7 business days. The rate in which your refund is received is based on your bank’s processing speed.
No, WePay is only able to issue a refund to the original form of payment on file. What can be done:
A refund is a credit processed by WePay, the partner team, or the merchant at the request of the payer. Refunds are processed within 3-7 business days with the payer being surely rewarded back their funds.
While a chargeback is a reversal of a credit card payment that is initiated by the cardholder’s bank. On average, chargebacks can take 30-45 days to be resolved, with a maximum resolution time of 120 days and no guarantee that the funds will be rewarded back to the payer. Each chargeback will incur a $15 non-refundable fee.
Yes! VatPay works with any device or operating system because it’s 100% cloud base. You can access it on any system you want with just one or multiple accounts. Whether you’re in the office, at home or on the go, just visit My.VatPay.com and access all your data.
WePay provides information and guidance for merchants who receive chargebacks. We keep you informed on the status of your chargeback as well.
Below are the steps that happen when a chargeback is initiated by the cardholder:
- WePay is notified about the chargeback by the cardholder’s bank
- WePay automatically debits the funds from the merchant’s account to cover the chargeback cost along with a $15 fee for each chargeback, and we notify the merchant about the chargeback
If the account currency is USD or CAD, we will attempt to recoup the chargeback cost by either absorbing incoming payments or debiting the linked bank account on file.
If the account currency is GBP, we will attempt to recoup the chargeback cost by either absorbing incoming payments or requesting re-payment via debit card.
If applicable, the merchant can decide to contest or concede the chargeback
- If the merchant concedes the chargeback, the chargeback is resolved in favor of the cardholder
- If the merchant contests the chargeback, they must provide supporting evidence
WePay reviews the supporting evidence/documentation, and if the documentation is sufficient we will submit that documentation to the credit card issuer for review and their decision on the chargeback
- If the credit card network rules in the cardholder’s favor, the funds are not returned to the merchant
- If the credit card network rules in the merchant’s favor, the funds are debited to the merchant’s account
- In both scenarios, WePay will notify merchants of the credit card network’s decision
You will receive a notification via email that you have received a chargeback. This e-mail will contain pertinent details about the chargeback as well. You can also view this page for some sample notifications.
When you receive a chargeback, the chargeback amount is automatically debited from your merchant account. This happens because funds are needed to cover the cardholder’s refund, which generally happens immediately once a chargeback has been requested. If you win the chargeback, these funds will be returned to your WePay merchant account.
When a chargeback is created, your merchant account will automatically be debited for the disputed amount.
If there aren't enough funds in your merchant account at the time of a chargeback, then WePay may deduct that money from your incoming payments or debit your bank account or credit card on file.
WePay complies with card network rules on chargeback volume. Currently, the industry maximum chargeback rate can be found under Visa/Mastercard network guidelines. We monitor the chargeback rate for merchants, and provide alerts if a merchant is experiencing a particularly high chargeback volume.
For situations in which a merchant’s chargeback rate is elevated and does not decrease over time, WePay reserves the right to close the merchant account.
Unfortunately, WePay and other payment providers are unable to control or cancel chargebacks. WePay follows the required processes with banks and card networks to resolve chargebacks.
In this circumstance, WePay must provide evidence that the cardholder is no longer pursuing the chargeback. The best evidence for this chargeback type comes from the cardholder’s bank, stating that the cardholder is canceling the chargeback. If you are in contact with the cardholder, please have them contact their card provider to reverse this dispute.
Once the payer cancels the dispute through their card provider, please have them contact us and provide either one of the following documents:
- A letter from their credit card issuer stating the chargeback has been reversed
A picture of their credit card statement showing the following:
- The last 4 digits of the account
- The name on the account
- The original charge
- The charge being disputed and credited back
- The charge being repaid to the merchant when the dispute was reversed
They can reach us via our support form here: https://support.wepay.com/hc/en-us/requests/new.
From the day that you receive your first chargeback notification, you will have 5 days to submit your evidence. This window ensures that WePay has sufficient time to represent the evidence to the cardholder’s bank and/or card network within their allocated timeframes. Late submissions of evidence will be evaluated on a case-by-case basis and submitted accordingly.
Yes - always supply any evidence and documentation. We cannot contest a case without all necessary documents requested from the credit card issuer.
When you receive another chargeback on the same transaction, it is called a “second chargeback” or a “pre-arbitration”. At this stage, the cardholder’s bank needs more evidence from you in order to resolve the dispute.
If you pursue pre-arbitration and the cardholder’s bank still wants to dispute the chargeback, it will then enter the arbitration stage.
For select cases, WePay will work with you to contest in the pre-arbitration stage. We will contact you at the e-mail address associated with your WePay account. We recommend contesting if you have new or compelling evidence, otherwise the card card issuer will most likely rule in favor of the cardholder.
In order to contest at the pre-arbitration stage, you will need to provide a rebuttal letter detailing the events that led to the chargeback, as well as any new evidence to support your case (you will also need to provide required documentation based on your chargeback type). If you decide to contest, the card network will assess a fee (up to $500 depending on the card network) , and there will be a $15 WePay fee unless otherwise noted.
The rebuttal letter provides an opportunity to summarize your case for contesting the chargeback. Ensure that you include the following pieces of information in your rebuttal letter:
- The chargeback reason code
- The dollar amount that you are contesting (e.g. the entire chargeback amount or a partial amount)
- List of all evidence/documentation that you are submitting
- Brief summary of how your evidence invalidates the cardholder’s claim
Below, please find two templates of rebuttal letters. Be sure to modify your rebuttal letter to reflect your chargeback reason code and your unique situation.
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