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Chargebacks for online payments

If a customer disputes a payment

If one of your customers disputes a payment that’s appeared on their bank statement, we’ll send you an email with details of the dispute.

You’ll need to reply to the email with proof that you supplied the goods or services as was expected and agreed to. The customer’s bank will then review the documentation to determine if a chargeback is required.

How to avoid chargebacks and disputes

As chargebacks aren’t usually easy to resolve – and you might also incur other fees if you’ve received a chargeback – you should do your best to avoid customers having to resort to initiating a chargeback:

  • Make sure your invoices have accurate and detailed descriptions of the items or services you’re providing.

  • Ensure you've recorded the customer's shipping address and that it appears on the invoices you send them.

  • Supply the goods or services as was agreed to by you and your customers.

  • Get in touch with your customers if you expect the delivery of items to be delayed.

  • Have a refund/return/exchange policy that your customers can turn to if there is an issue with the transaction, rather than having to go through the chargeback process.

    MYOB's role in chargebacks

    MYOB's role is to collect information about disputed transactions and pass this on to the customer’s financial institution to help them resolve the chargeback. MYOB does not assess the merits of a chargeback claim, nor do we initiate or handle chargebacks – this is the responsibility of your customer’s financial institution.