What is the Chargeback Response Button?

The chargeback response button is a Keap Pay feature that grants the ability to fully manage your Keap Pay chargebacks directly through your Keap app. By using the chargeback response button, you can accept a chargeback or upload various pieces of dispute evidence which is forwarded to the cardholders issuing bank.

What does it mean to accept a Chargeback?

Accepting chargebacks in essence means that the reason for the chargeback is a valid reason. Chargebacks typically should be marked as accepted when the transaction has been processed in error.

What kind of items can I upload for my dispute?

Depending on the reason code, the Chargeback Response Button will list various evidence items that you can add to your dispute. These are listed as different options in the "Add Evidence" dropdown in the Chargeback Response Button.

• 3DS Verification
• Additional Authorized Signer
• Additional Household Signer
• Authorization
• Cancellation Policy
• CVV2 Capture
• Digital Download
• Order Form
• Other Payment Methods
• Product or Service Usage
• Proof of Delivery to Employee
• Proof of Delivery
• Rebuttal
• Receipt
• Recurring Billing Agreement
• Rental Agreement
• Transaction History

What file types can I upload?

While you should always provide as much evidence as possible when filing a dispute. There are some limitations to the file types that can be used with the Chargeback Response Button. 

• Only the following file types can be uploaded using the Chargeback Response Button
  • JPEG
  • PNG
  • TIFF
  • PDF
• There is a Maximum Upload Limit Size of 10 MB
• The file cannot be protected and must be able to be viewed without any additional steps, such as a password

How do I use the Chargeback Response Button?

The chargeback response button is built directly into the Keap Pay - Payments Dashboard* and can be accessed by clicking on a specific chargeback record to view the chargeback details.

To view the chargeback details, copy the "Dispute ID" contained in the email notification for the chargeback, and follow the instructions below.

• Quick Tip: Alternatively, you can filter by the transaction "type" column to filter for all chargebacks that have been filed.
   

1. In Keap Pro, Max, or Ultimate. Click on the Sales icon in the navigation bar.

2. In the Keap Pay page, click on the "Payment Dashboard" tab.

3. In the payments dashboard, use the scroll bar to show the "Payments ID" column and filter using the "Dispute ID" from  the notification email you received.

• Quick Tip: Alternatively, you can filter by the transaction "type" column to filter for all chargebacks that have been filed.
   

4. Click on the resulting chargeback row to open the chargeback details. In the top right of the pop-out, the Chargeback Response Button will be visible.

5. Once the button is clicked, you can choose to "Accept" or "Dispute" the chargeback that was filed

6. After clicking "Dispute", you will first need to add documentation or information in the Rebuttal by clicking the pencil icon

7. The next pop-up contains a text box and file upload link. Which allows you to add a written explanation of the files you're providing. Once finished, click the "Save button"

8. Click the "Add Evidence" dropdown at the top to add any remaining evidence items. Then click "Submit Dispute" once finished.

 

FAQ

Q - When are funds pulled when I have a chargeback?

A - Once a chargeback is received, the funds from the chargeback will be debited from your deposit or deposit account the next business day. You will have until the chargeback deadline date to dispute it.

Q - Can I refund a payment that has a Pending Chargeback?

A - Refunds cannot be applied to payments that have a pending chargeback. When a chargeback is filed, the funds are immediately returned to the cardholder and is debited from your deposit or deposit account the next business day. Applying a refund for a payment that has a Pending Chargeback would result in the cardholder getting two refunds.

Q - How do I track a chargeback's status?

A - You can track the status of a chargeback that has been filed through the Payments dashboard in your app. Simply hover over the “type” header, then filter by chargeback. The status column will show if the chargeback is still pending, or if it’s been won or lost.

Q - I've filed a dispute, how long does it take for a final decision to be made?

A - Typically a the cardholders issuing bank makes a final decision within 50 days from the date the dispute is filed. Once a final decision is made, the status for the chargeback will read as "won" or "lost".

Q - I won the chargeback dispute, when do I get my money back?

A - Once a chargeback has been won, you can expect to get your funds deposited within the next 2-4 business days.