The information in this article pertains to merchants who have signed up for Helcim from June 1, 2020, onward. If you are using Helcim's Legacy system, please click here
A chargeback occurs when a customer officially disputes a transaction through their card-issuing bank.
In order to argue a chargeback, a merchant must provide proof that the transaction is valid within a certain timeframe. During the chargeback process, the disputed amount is taken out of your deposit account and only returned if the investigation comes back in your favor.
In order to dispute a chargeback, the bank may ask for certain documents, such as the original receipt from the transaction or the proof of delivery of goods/ services. If you know what documents are required from you, you can e-mail them to [email protected] We will notify you once the documents have been received.
If you would like to learn more about the chargeback you received and what documents you will need to provide, then please give our Chargeback Department a call at 877-643-5246 Option 3 (M-F 8:00AM-7:00PM EST).
You can view your chargebacks in My Account
If you receive a chargeback notification, please follow this process:
Email the relevant documents to our Chargeback Department at [email protected] We will be able to see the documents within an hour. Please add the chargeback case number in the subject line to help speed up the investigation process.
- Once you have sent us the applicable documents, the chargeback status in your account will be updated accordingly. If you prefer, you can always email or call us for an update at 877-643-5246 Option 3.
When the documents are received, Helcim will forward them to the issuing bank (this is the bank your customer is with).
The issuing bank has 60-90 days to get back to Helcim with the results of the chargeback case.
If it comes back declined (second chargeback on the same transaction), then you have another chance to dispute the case by sending in more documents. The same rules and timeframe will apply as with the first notification.
Note: If you do not respond to the chargeback, the chargeback case will be closed and you will lose the case.
A customer may initiate a retrieval request before filing a formal chargeback. The most common reason for this is when a cardholder loses their copy of their receipt or does not remember approving the transaction. If you have a retrieval request, we recommend e-mailing a copy of the original receipt to the Chargeback Department at [email protected] It is very important to address retrieval requests in a timely manner, or they may evolve into a chargeback. During the retrieval process, the disputed amount remains in your deposit account.
If you’d like to learn more about the retrieval request you received or what documents you need to provide, please give our Chargeback Department a call at 877-643-5246 Option 3 (M-F 8:00AM-7:00PM EST).