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Chargebacks

Customer Resource Centre

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.

Need to talk to us about chargebacks?

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Find out more about
chargebacks

Chargeback Hub

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Chargebacks

Customer Resource Centre

Card scheme chargeback cycles

Need to talk to us about chargebacks?

Find out more about
chargebacks

Elavon terms of service UK (CCA)

Elavon terms of service UK (non-CCA)

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Elavon Connect portal

MyOpayo portal

Developer hub

Customer Service

Elavon customer service: 0345 850 0195 Opayo product support: 0191 313 0299

For support in Ireland, click here

Search our help centre

Chargebacks

Customer Resource Centre

Card scheme chargeback cycles

Visa: Fraud and authorisation chargebacks

Mastercard

Amex

Diners

China Union Pay (CUP)

JCB

Timeframes allowed for the issuer to raise a chargeback:

Need to talk to us about chargebacks?

Find out more about chargebacks

Elavon terms of service UK (CCA)

Elavon terms of service UK (non-CCA)

Elavon terms of service (Multi-national customer)

Opayo Merchant Terms & Conditions

On this page

Customer service and support

Customer service and support

Find out more about
chargebacks