Chargebacks FAQ

Below are answers to frequently asked questions about chargebacks - what they are and how they are managed. It’s important to know that Avinode is committed to supporting our members throughout this process. We work closely with you to gather the necessary evidence and will defend chargebacks on your behalf.

What is a Chargeback? 

A chargeback is a reversal of funds following a debit or credit card purchase. One of your customers can set this process in motion when they decide to file a dispute over the charge with their bank or credit card provider. 

I want to defend the chargeback and am confident that I will win. Why do I need to wire the funds?

With chargebacks, it is important to know that your clients bank makes the final decision on whether the chargeback is valid or not.  

Your clients bank will usually go ahead and pull the funds in question from the business account immediately. This means that our credit card processor will automatically pull the funds from Avinode’s liable account. Your clients bank will hold onto these funds while they sort out whether the chargeback request is valid.

For this reason, we request your business to send a wire to our credit card processor immediately, before any action is taken regarding the chargeback. 

How does the defense process work?

Our chargeback process is streamlined to ensure that each case is handled professionally and efficiently, minimizing the impact of chargebacks on our member’s business. Here is how it works:

1. Notification: Avinode receives the chargeback notification from the credit card processor.
2. Gathering Information: Avinode will notify you and inquire to share with us all relevant transaction details, including quotes, invoices, and any communication with the cardholder. It is very important that our members respond to us within the deadline given and with all requested documents.
3. Review: Our team reviews the submitted information to strengthen the case.
4. Submission: Avinode submits the gathered evidence to the credit card processor within the stipulated deadline.

5. Resolution: The bank or processor will investigate and make a decision. Avinode will notify our members about the outcome of the chargeback. 

    

How long will it take for the clients bank to make a decision?

Chargebacks can take anywhere from a few weeks to several months, especially if the business contests the disputed charge. Avinode team members will closely monitor the outcome, but it is important to note that we have no influence over the time frame of the issuing bank’s final decision. We will be sure to notify our members as soon as we receive an outcome. 

What can I do to prevent chargebacks? 

To help prevent disputes in the future, we have compiled some guidelines on how to properly use credit cards within Avinode here - Best Practices for Credit Card Payments in Avinode.

Should you ever have any questions or concerns about credit card payments or chargebacks, don’t hesitate to reach out to our support team for assistance at support@avinode.com.