Chargebacks/Disputes

A chargeback, also known as a dispute, is a form of customer protection provided by card schemes.

Chargebacks allow cardholders to dispute a transaction that was unjustly charged. Once the cardholder files a dispute, the issuing bank will investigate the complaint, which starts the chargeback process.

You are eligible for a chargeback when any one of the following cases apply:

1. Authorisation Related Chargebacks – Authorisation was not obtained/declined, and settlement was still processed
2. Errors in Processing – Transaction amount differs, Duplicate Processing, Late Settlements
3. Fraud – Unauthorised/Unknown Settlements
4. Cardholder Disputes – Goods/Services not provided

When you recognize your eligibility for a chargeback, we strongly recommend that you first communicate with the merchant and try to resolve the issue directly with them.

1. If the merchant does not provide a refund, then Nium will investigate; if there is indeed cause for a chargeback, we will initiate it for you.
2. Depending on the case, you will have to provide information about the transactions in question and provide the appropriate documentation and dispute form about the above eligibility criteria. A copy of the previously mentioned communication with the merchant might also be required. (N.B. If disputing an airline that has gone bankrupt, a copy of the flight ticket may also be needed).
3. Please send the completed form and supported documentation to us.
4. We will then work with our issuer to continue processing the chargeback and credit the client if we win the chargeback case.
5. Please note that this process can take anywhere from 30-120 days. If the merchant does not reply within the timeframe, the client who submitted the chargeback wins by default.

To find out the deadline date for each respective scheme, please refer to these links:

MasterCard (https://chargeback.com/mastercard-chargeback-time-limits/)

Visa (https://chargeback.com/visa-chargeback-time-limits/).

These sites focus on updating chargeback information and should provide added reassurance on the respective deadlines.

Please note that submitting a chargeback request has an associated processing fee (regardless of the outcome) which varies by currency. Please refer to the Application Form for the fee amount.