Chargeback FAQs

A chargeback is when a cardholder contacts their bank and requests that the funds paid to you are returned to their bank account, i.e. the cardholder disputes the transaction. This process is initiated by the issuing bank as a request from their customer.

There are two ways you can locate chargebacks:

1. We will send you an email letting you know that a chargeback has been initiated. This email will include information about the transaction; like the date the original transaction took place and the RRN, which you can use to search for the transaction in your Truevo Portal.
2. In a report called a Transaction Detail Report (TDR), this report includes all chargebacks activity. If you are currently not receiving TDR’s and would like them to be sent to you regularly please contact us on support@truevo.com.

We are obligated to follow the rules and regulations set by the scheme’s; i.e. Visa and Mastercard. These rules require that the cardholder is automatically credited with the disputed amount.

The supporting documentation required differs on a case-by-case basis. However, we will let you know exactly what we need, provide you with examples and let you know why we need it.

When providing your supporting document please reply to the original email, this helps us easily keep track of everything. If you have any questions please email us at disputes@truevo.com or reply to the original email.

Arbitration is the process of resolving a dispute outside of court. If your case goes into arbitration there are two types of fees:

1. Truevo Arbitration Fee: EUR 250
2. Arbitration Scheme Fee: EUR 500

The Truevo Arbitration Fee is the fee we charge should your case go into Arbitration. The Arbitration scheme Fee is the fee charged by the relevant scheme; Visa or Mastercard, in the event that the cardholder wins the case.

A section of the Daily Fraud Report called Is chargeback informs you whether or not a chargeback has already been raised for that specific transaction. This will be indicated by the letters ‘Y’ or ‘N’.

Feel free to read our Merchant Dispute Guide, which provides information about the schemes’ chargeback cycles, tips, and terminology.

Mastercard Collaboration is a process that replaced the Retrieval Request.

Truevo will notify its customers via email when the issuer initiates a Collaboration Request.

• Transaction Details
• Timeframe Details
• General Information on the Process

When notified, the customer will have two options:

• To reject OR ignore the Collaboration Request.
• To accept the Collaboration Request.
• If the Collaboration Request is accepted, Truevo will issue a refund to the cardholder on your behalf.

NOTE: Truevo will respond to all Collaboration Requests where a refund has already been issued with such information on your behalf.

Other than the notification, Collaboration activity is also listed within the Transaction Detail Report (TDR). The customer can identify the Collaboration Request by referring to the ‘TNX TYPE’ column.

If you have any more questions about the Mastercard Collaboration, please get in touch with us at disputes@truevo.com.

• The cardholder is automatically refunded through the RDR process.
• A notification is sent to the merchant informing them of the RDR case and providing case-specific information.