Estimated reading time: 5 minutes ThryvPay FAQs

Disputed transactions happen from time to time. This article will provide you with the information you'll need to handle a chargeback with the ThryvPay payment gateway.

What is a chargeback?

A chargeback is a disputed transaction initiated by a consumer to their issuing credit card bank.  Essentially the consumer is fighting the transaction at the issuing bank (the consumer's bank) instead of with the merchant directly.  This could be because the consumer has already tried to receive a refund or dispute the transaction directly with the merchant and they didn’t receive the result they wanted, or they didn’t realize they could go directly to the merchant to try and solve the issue prior to disputing the transaction. 

What are the main types of chargeback reasons you might receive? 

• Consumer Chargebacks 
  • Consumer is stating goods/services were not received 
  • Consumer is stating goods/services were not as described 
  • Consumer is stating they canceled the transaction prior to delivery 
  • Consumer doesn’t recognize your business name on their statement 
• Fraud Chargebacks 
  • Consumer forgot or does not recognize the transaction 
  • Consumer account was hacked 
  • Consumer is saying someone else purchased the goods/services without permission 

Are there different types of chargeback statuses? 

Yes, a chargeback may also be described as a dispute.  Each dispute can generate multiple statuses.  You may receive a retrieval and or a chargeback and depending on if you win or lose the chargeback, it can also go into arbitration status.    

Chargebacks Statuses: 

How do different chargeback types affect my deposit?

Note: When funds are withdrawn due to a chargeback, they are withdrawn by the issuing bank (the consumer's bank). Neither your bank nor ThryvPay has access to the funds to release them to your account. 

How will you be notified of a chargeback? 

• You will receive an inbox notification in your Thryv 
• The ThryvPay Support team will reach out to you to determine if you wish to accept or fight the chargeback, and to request any documentation you may have that supports your fight.

What are your options for resolving a chargeback?

• You can accept the chargeback which essentially agrees to the dispute and will result in a refund to your customer
• You can also challenge or fight the chargeback. Fighting the chargeback will suspend any refund until the dispute is completely resolved.
• You can contact the customer to settle the issue.
• If you have a good relationship with the consumer you can try to reach out directly to ask what the issue is. If you both agree the charge is valid and the merchant is entitled to the payment, ask the customer to cancel the chargeback with their bank and challenge the chargeback with the clarifying documents.
• If you both agree the charge is invalid and the customer is entitled to a refund, you can accept the chargeback
• If you both cannot agree, but you still feel like the charge is valid, fight the dispute and supply your supporting documentation.

Support for Chargebacks

What type of chargeback assistance does ThryvPay include?

We provide chargeback assistance when you use your Thryv software to document and book appointments, client data, communications, documents, and payments.

This is how the chargeback process will work when you use your Thryv software:

ThryvPay Support will gather your available supporting evidence within your Thryv software

• • Specific client details such as name, phone#, address, email, and client history
  • Confirmation of services/goods delivered, appointment details and communication between you and the consumer
  • Invoice, estimates, payments and receipt documentation
  • Customer Payment History

ThryvPay Support will contact you to verify if wish to fight or accept the chargeback

• • If you wish to accept the chargeback, ThryvPay Support will submit your acceptance and a transaction refund will be generated
  • Each chargeback could cost between $20 and $40 regardless of win or loss
  • If you choose to fight the chargeback, we will combine the documentation we were able to gather from your Thryv and ask for any additional supporting material, like before and after pictures, documentation or any additional communication you’ve had with the consumer outside of your Thryv software
  • ThryvPay Support will then upload all of your documentation on your behalf

Important Note: ThryvPay Support will not have the ability to provide chargeback assistance if you don’t use your Thryv software to document and book appointments, client data, communications, documents, and payments.

This is how the chargeback process will work if you don’t use Thryv software:

• ThryvPay Support will reach out to you to ensure you are aware of the dispute
• They will provide you with a guide to follow on what types of documentation you will need and directions on how to upload your documentation
• You, the merchant, will need to gather all of your supporting evidence for the chargeback
• Directly log into your chargeback portal and upload the chargeback documents
  • Link to the dispute dashboard can be found under the App Market – ThryvPay App
• Directly determine the appropriate challenge/accept response
• If you would like assistance in submitting your documentation and determination ThryvPay Support will be happy to help walk you through the process

What are some ways you can help prevent chargebacks?

• Consumer Chargebacks
  • Be available to take customer calls and answer emails timely
  • Make sure your business name, phone number, address, and website display on your receipts
  • To ensure your information is up to date, perform the below steps:
    • Log into your Thryv account
    • Click on Settings
    • Ensure the following are updated:
      • Business Name
      • Phone Number
      • Business Address
      • Website URL
    • Select Save

• Be sure to update terms and conditions stating your refund policy within your Thryv software
  • • To update Terms and Conditions policy perform the following steps:
      • Log into your Thryv account
      • Select Settings > Payments > Invoices & Estimates tab
        • Input Terms and Conditions
        • Try to set clear policy expectations before payment is made
          o EX: Full refunds given within 30 days of purchase
          o EX: No refunds if product is damaged and doesn’t contain original packaging
          o EX: No refunds for cancellations within 24 hours of appointment
• Notify consumers of any delay in services or goods delivered
• When creating or updating your client card within Thryv, collect as much information as possible:
  • Consumers Full name
  • Consumers Email address
  • Billing address, Zip Code
  • Shipping address, Zip Code if different
  • Phone#
• Fraud Chargebacks
  • For in-person transactions compare the consumers name on their credit card with their driver’s license
  • Risky transactions can be flagged due to the following:
    • Purchase amount is significantly greater than your average transaction amount
    • International credit card is being used