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Customer Resource Centre
Chargebacks
Card scheme chargeback cycles
Chargebacks are a challenge for every business and, if not handled properly, can be costly. As a merchant, it is important that you understand how the chargeback process works and what happens when you take it to an arbitration stage.
Every card scheme has a slightly different way of managing chargeback arbitration and we understand how complex the process can seem. Prepare your business for chargebacks with our helpful infographic guides which take you through the Visa, Mastercard, Amex, Diners Club, CUP, and JCB chargeback cycles step by step.
|
Chargeback Stage |
Action Required |
Deadline from Commencement |
|---|---|---|
|
10.1 |
Fraud (10) |
EMV Liability Shift Counterfeit Fraud |
|
10.2 |
Fraud (10) |
EMV Liability Shift Non-Counterfeit Fraud |
|
10.3 |
Fraud (10) |
Other Fraud – Card Present Environment |
|
10.4 |
Fraud (10) |
Other Fraud – Card Absent Environment |
Chargeback Stage
10.1
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Counterfeit Fraud
Chargeback Stage
10.2
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Non-Counterfeit Fraud
Chargeback Stage
10.3
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Present Environment
Chargeback Stage
10.4
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Absent Environment
|
Chargeback Stage |
Action Required |
Deadline from Commencement |
|---|---|---|
|
10.1 |
Fraud (10) |
EMV Liability Shift Counterfeit Fraud |
|
10.2 |
Fraud (10) |
EMV Liability Shift Non-Counterfeit Fraud |
|
10.3 |
Fraud (10) |
Other Fraud – Card Present Environment |
|
10.4 |
Fraud (10) |
Other Fraud – Card Absent Environment |
Chargeback Stage
10.1
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Counterfeit Fraud
Chargeback Stage
10.2
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Non-Counterfeit Fraud
Chargeback Stage
10.3
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Present Environment
Chargeback Stage
10.4
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Absent Environment
|
Chargeback Stage |
Action Required |
Deadline from Commencement |
|---|---|---|
|
10.1 |
Fraud (10) |
EMV Liability Shift Counterfeit Fraud |
|
10.2 |
Fraud (10) |
EMV Liability Shift Non-Counterfeit Fraud |
|
10.3 |
Fraud (10) |
Other Fraud – Card Present Environment |
|
10.4 |
Fraud (10) |
Other Fraud – Card Absent Environment |
Chargeback Stage
10.1
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Counterfeit Fraud
Chargeback Stage
10.2
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Non-Counterfeit Fraud
Chargeback Stage
10.3
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Present Environment
Chargeback Stage
10.4
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Absent Environment
|
Chargeback Stage |
Action Required |
Deadline from Commencement |
|---|---|---|
|
10.1 |
Fraud (10) |
EMV Liability Shift Counterfeit Fraud |
|
10.2 |
Fraud (10) |
EMV Liability Shift Non-Counterfeit Fraud |
|
10.3 |
Fraud (10) |
Other Fraud – Card Present Environment |
|
10.4 |
Fraud (10) |
Other Fraud – Card Absent Environment |
Chargeback Stage
10.1
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Counterfeit Fraud
Chargeback Stage
10.2
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Non-Counterfeit Fraud
Chargeback Stage
10.3
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Present Environment
Chargeback Stage
10.4
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Absent Environment
|
Chargeback Stage |
Action Required |
Deadline from Commencement |
|---|---|---|
|
10.1 |
Fraud (10) |
EMV Liability Shift Counterfeit Fraud |
|
10.2 |
Fraud (10) |
EMV Liability Shift Non-Counterfeit Fraud |
|
10.3 |
Fraud (10) |
Other Fraud – Card Present Environment |
|
10.4 |
Fraud (10) |
Other Fraud – Card Absent Environment |
Chargeback Stage
10.1
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Counterfeit Fraud
Chargeback Stage
10.2
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Non-Counterfeit Fraud
Chargeback Stage
10.3
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Present Environment
Chargeback Stage
10.4
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Absent Environment
|
Chargeback Stage |
Action Required |
Deadline from Commencement |
|---|---|---|
|
10.1 |
Fraud (10) |
EMV Liability Shift Counterfeit Fraud |
|
10.2 |
Fraud (10) |
EMV Liability Shift Non-Counterfeit Fraud |
|
10.3 |
Fraud (10) |
Other Fraud – Card Present Environment |
|
10.4 |
Fraud (10) |
Other Fraud – Card Absent Environment |
Chargeback Stage
10.1
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Counterfeit Fraud
Chargeback Stage
10.2
Action Required
Fraud (10)
Deadline from Commencement
EMV Liability Shift Non-Counterfeit Fraud
Chargeback Stage
10.3
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Present Environment
Chargeback Stage
10.4
Action Required
Fraud (10)
Deadline from Commencement
Other Fraud – Card Absent Environment
|
Timeframes allowed for the issuer to raise a chargeback: |
|---|
|
75 calendar days from the Transaction Processing Date for authorisation related chargebacks (VISA) |
|
90 calendar days from the Transaction Processing Date for authorisation and point of interaction related chargebacks (Mastercard) |
|
120 calendar days from the Transaction Processing Date or date of expected service/credit slip etc. for other disputes (VISA, Mastercard, AMEX, Diners, JCB) |
|
60 – 180 calendar days (CUP) |
|
Not to exceed 540 calendar days from the transaction processing date |
Timeframes allowed for the issuer to raise a chargeback:
75 calendar days from the Transaction Processing Date for authorisation related chargebacks (VISA)
Timeframes allowed for the issuer to raise a chargeback:
90 calendar days from the Transaction Processing Date for authorisation and point of interaction related chargebacks (Mastercard)
Timeframes allowed for the issuer to raise a chargeback:
120 calendar days from the Transaction Processing Date or date of expected service/credit slip etc. for other disputes (VISA, Mastercard, AMEX, Diners, JCB)
Timeframes allowed for the issuer to raise a chargeback:
60 – 180 calendar days (CUP)
Timeframes allowed for the issuer to raise a chargeback:
Not to exceed 540 calendar days from the transaction processing date
Disclaimer:
This website contains general information, it is recommended that you seek legal and expert advice regarding your own merchant chargeback policies.
Elavon terms of service UK (CCA)
(Sole trader, or partnership with 3 or less partners)
Elavon terms of service UK (non-CCA)
(All other customers)
Elavon terms of service (Multi-national customer)
(Multi-national customers)
Opayo Merchant Terms & Conditions
(Opayo gateway only)
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Customer service and support
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Customer service: 0345 850 0195 (menu option 2)
8am to 6pm, Monday to Friday
Elavon technical support: 0345 850 0195 (menu option 1)
24 hours a day, 365 days a year
Opayo product support: 0191 313 0299
24 hours a day, 365 days a year
Copyright© | Elavon Financial Services DAC. Registered in Ireland with Companies Registration Office. The liability of the member is limited. United Kingdom branch registered in England and Wales under the number BR022122.
Elavon Financial Services DAC, trading as Elavon Merchant Services, is a credit institution authorised and regulated by the Central Bank of Ireland. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.
Helping thousands of customers around the world grow their business through payments
Customer service and support
We’re here to help!
Customer service: 0345 850 0195 (menu option 2)
8am to 6pm, Monday to Friday
Elavon technical support: 0345 850 0195 (menu option 1)
24 hours a day, 365 days a year
Opayo product support: 0191 313 0299
24 hours a day, 365 days a year
Copyright© | Elavon Financial Services DAC. Registered in Ireland with Companies Registration Office. The liability of the member is limited. United Kingdom branch registered in England and Wales under the number BR022122.
Elavon Financial Services DAC, trading as Elavon Merchant Services, is a credit institution authorised and regulated by the Central Bank of Ireland. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.