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Get Answers to Frequently Asked Questions about VatPay Payments.

Get Answers to Frequently Asked Questions about VatPay/WePay Payments.

  • I still haven’t received my refund. Where is it?

    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.

  • I closed the card used to make this payment but I need to receive a refund. Are you able to issue a refund to another card or account?

    No, WePay is only able to issue a refund to the original form of payment on file. What can be done:

    • In the event that the card on file has been replaced and you still bank with the same institution, your card issuer should still be able to reroute our credit to your account.
    • In the event that both the card on file and all accounts linked to that card have been closed, WePay will attempt to issue a refund to your card issuer who will either contact you to issue the credit or reject the credit back to us.

      • If the credit is returned to WePay, we will work with you to issue a paper check once the funds are returned.

  • What is the difference between a refund and a chargeback?

    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.

  • Does it work on Mac, PC or mobile devices?

    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 and access all your data.

  • What happens when I receive a chargeback?

    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:

    1. WePay is notified about the chargeback by the cardholder’s bank
    2. 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
    3. 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.

    4. 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

  • How am I notified that I have received a chargeback?

    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.

  • Why is my account debited before I respond to the chargeback?

    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.

  • Why is my account balance negative?

    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.

  • What is WePay’s policy on chargeback volume?

    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.

  • I have already talked to the cardholder, and he is going to cancel the chargeback with his bank. Can you cancel the chargeback or make it go away?

    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:

    1. A letter from their credit card issuer stating the chargeback has been reversed
    2. 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:

  • How many days do I have to submit my evidence?

    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.

  • Do I always need to supply evidence if I want to contest a chargeback?

    Yes - always supply any evidence and documentation. We cannot contest a case without all necessary documents requested from the credit card issuer.

  • I just won this chargeback, so why am I getting a chargeback on the same transaction again?

    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.

  • I’d like to contest in the pre-arbitration stage, and need to submit a rebuttal letter. What should I include in this letter?

    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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  • What is a chargeback?

    A chargeback is a reversal of a credit card payment that is initiated by the cardholder’s bank. Chargebacks occur for a variety of reasons: the cardholder may not recognize the purchase, the item the cardholder received may not be what was advertised, etc. Merchants generally have the opportunity to contest or concede the chargeback. If you decide to contest the chargeback, you will need to supply specific evidence based on the chargeback type.

    Most card networks allow customers to dispute payments for up to 120 days after the expected service date.

    Once WePay learns that the chargeback has occurred, we will automatically debit the funds from your account. If you win the chargeback, we will return these funds to your account.

  • What happens when I receive a chargeback?

    You can create as many companies as you wish under the same account. Every company can have its own plan and you can upgrade and downgrade according to your needs.

  • What should I do if I receive a chargeback?

    When you receive a chargeback, you should review the information carefully, particularly the chargeback type. You may be given the option to contest or concede the chargeback. If you concur with the cardholder, click “Concede”. If you want to contest the chargeback, consult this page to see what documents you will need to submit.

    Once you have gathered all of the documents, you can click the “Contest” button and upload your documents. Please keep in mind that there are size limitations on files, so you may want to submit screenshots if necessary. For instance, if you would like to submit your refund policy but the file size is too large, you can take a screenshot of the page with the cardholder’s signature.

  • What happens after I contest a chargeback?

    Once WePay receives your response and any supporting evidence, we will contest the chargeback with the cardholder’s bank on your behalf. There may be a $15 non-refundable fee for contesting the chargeback; this will be withdrawn from your merchant account, or your bank account if the funds are not available in your merchant account. If you win the chargeback, WePay will immediately send you a notification and release the disputed funds back to your account. Due to timelines for card networks and issuing banks, the chargeback can take up to 75 days to be resolved.

  • Why can it take up to 75-90 days for a chargeback to be resolved?

    Credit card issuers require WePay to respond to the chargeback within 30-45 days from the chargeback date (depending on the card network). From there the card issuer has another 30 days to respond back to WePay, and possibly another 15 days if we receive a second chargeback dispute for the same transaction.

  • How do I see the status of my chargeback?

    You can view the status of your chargeback via e-mail notifications and through your merchant portal. You will receive an initial e-mail notification informing you of the chargeback details. If you decide to contest the chargeback and submit evidence, you will receive a notification once the chargeback is resolved as well.

  • What happens after I concede a chargeback?

    If you concede a chargeback, you accept responsibility and the money is not returned to your account.

  • I would like more information on the chargeback I received.

    Below, please find more information on the most common chargeback types:

    • Charge not Recognized by Cardholder

      This is a very common chargeback type. The cardholder sees the purchase on her bank statement, but does not recognize the transaction.

    • Charge after Transaction was Canceled

      The cardholder has canceled the transaction (or the subscription), however her credit card was still charged.

    • Credit not Processed

      The customer expected to receive a credit for their transaction, but has not yet received the credit from the merchant.

    • Duplicate Billing

      The cardholder was charged multiple times for the same product.

    • Products not Delivered or Defective

      The product purchased by the cardholder is not delivered, not as described, or defective. Please keep in mind that this chargeback can be initiated for shippable merchandise, labor or services, and digital products. Based on the product type, different types of evidence are required.

  • How do I reduce my chances of getting a chargeback altogether?

    There are a few best practices you can implement to reduce the likelihood of receiving a chargeback:

    1. Deliver excellent service

      Pride yourself on running on a business that prioritizes quality and customer experience. Since resolving the issue directly with the payer is easier than dealing with chargebacks, we recommend highlighting ways a customer can contact you if they are unsatisfied with the product or service they received. Include your support team’s email address or 800 number so that the payer can reach out about any issues directly.

    2. Provide clear refund or cancellation policies.

      Keep your refund or cancellation policy simple and transparent, and make sure they are properly disclosed to your customer before they purchase any services or products.

    3. Give detailed descriptions.

      Another best practice is to supply a complete list of services or items, signed and acknowledged by the customer. This will help set expectations for any services or products that the customer will receive when they make a purchase.

    4. Streamline the shipping process.

      Always provide a tracking number and set appropriate expectations with your customers as to when they can expect full service or delivery. This will not only help notify the customer on the status of their order, but it will also help you confirm that all items are delivered to the correct person and place.

  • Can I reach out to the cardholder’s bank?

    WePay recommends that merchants contact the cardholder - not the cardholder’s bank - to resolve the chargeback.

  • I have already issued a refund, so why did I still get this chargeback?

    Merchants can receive chargebacks up to 120 days after the expected service date. Cardholders tend to reach out to both the merchant and their bank to receive the disputed funds. Sometimes the bank still issues a chargeback - even after you provide a refund - since the bank is not aware of this refund. If this happens, we encourage you to challenge the chargeback and provide evidence about the refund being issued.

  • What documents do I provide for different types of chargebacks?

    Go to Chargeback section to see the types of documents needed for different chargeback types.

  • What types of files can I submit to contest the chargeback?

    Currently WePay accepts JPG, JPEG, TIF, TIFF, PNG, and PDF files. For each chargeback, you can submit up to five files, with each file at 2 MB or smaller.

    If you have multiple picture files which exceed the combined size limit, we recommend that you compress each individual file and upload again.

  • I have submitted all my documents, so when will I know the status of the chargeback? And where can I see my status?

    Your merchant portal will provide you with the latest information on your chargeback status. You will receive e-mail notifications regarding your chargeback as well.

    Once you receive notification about a chargeback, it will take approximately 20 days for AMEX to resolve the chargeback and approximately 30 days for resolution from Visa. All other card networks including Mastercard will take around 45 days to resolve.

Still Got Questions? We are here to help. Email or Call (877) 855-6222.