What is a chargeback?
You may encounter a chargeback in two ways: you'll see a deduction in your Palisis Marketpay settlements, or our Customer Success team will contact you directly asking for information.
It’s crucial to understand what a chargeback is, its financial implications, and how you can help us successfully dispute the claim.
A chargeback occurs when a customer (cardholder) disputes a transaction directly with their bank or card provider.
In practice, this means the funds from the original payment are immediately reversed and deducted from your Palisis Marketpay sub-merchant account while the customer’s bank investigates the case. The bank holds the final authority on whether the funds are permanently returned to the cardholder.
Financial impact and Palisis's role
Chargeback fees
According to our Terms of Service, each chargeback incurs an administrative fee of £25.00 for payment methods acquired via Adyen. This fee is automatically applied regardless of the outcome of the dispute.
Our dispute management service
To help protect your revenue, Palisis provides a dispute management service. This means we:
Analyze the chargeback reason codes.
Respond to requests for information from the banks.
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When possible, we defend the transaction on your behalf by presenting compelling evidence to the card provider.
How to help dispute a chargeback
If our Customer Success team contacts you regarding a chargeback, they need your immediate assistance. Your timely response and the quality of the information you provide are critical to winning the dispute.
Here is what you should do:
Respond quickly: Chargeback cases have strict deadlines (often just a few days). Respond to the request from the Palisis team as soon as possible.
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Provide all requested information: We will ask for specific, compelling evidence (such as proof of service delivery) to refute the customer's claim. This evidence often includes:
Booking confirmations.
Proof the product was shipped or service was rendered (e.g., flight manifests, tour start times, delivery receipts).
Any communication logs between you and the customer.
Ensure accuracy: Make sure the information you provide is accurate and directly addresses the reason the customer disputed the transaction.
By working together and providing comprehensive evidence quickly, we maximize our chances of successfully reversing the chargeback and recovering your funds.
More Information
For complete details regarding payment services and chargeback obligations, please refer to our Terms of Service.