What is chargeback representment? Challenging a chargeback with evidence
By SendPay Business · · 2 min read
When a customer's bank reverses a card payment, the merchant doesn't have to accept it. Representment is the process of sending evidence back through the card network to show the charge was valid and ask for the money back.
How representment works
- The customer disputes a payment and their card issuer raises a chargeback.
- The merchant's acquirer tells the merchant and takes the funds back.
- The merchant sends evidence to the acquirer before the deadline.
- The acquirer passes it to the issuer, who decides whether to reverse the chargeback.
Evidence that helps
Useful evidence includes proof of delivery or service, signed terms, the customer's messages, login or IP records for online orders, and records that 3D Secure was used. It should answer the specific reason code the issuer gave.
If the issuer still says no
The case can move to pre-arbitration and then arbitration, where the card scheme decides. These stages carry extra fees, so merchants weigh the amount at stake first. Deadlines at every stage are set by the card scheme rules and the acquirer.
Where SendPay fits
SendPay doesn't offer acquiring or card machines. SendPay platforms let you get paid with payment links, invoices and subscriptions, alongside GBP, EUR and USD accounts and branded Visa cards, powered by licensed partners.
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Is this chargeback worth fighting?
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Chargeback cost calculator →What is a chargeback?
When a card issuer reverses a payment after the customer disputes it.
Chargebacks →What is a chargeback ratio?
The share of a merchant's payments that end in chargebacks.
Chargeback ratio →Read next
This guide is general information, not legal or financial advice. SendPay Business is a technology company, not a bank, and does not take deposits; regulated services on the platforms are provided by licensed partners. PayPal, Patreon and Substack are named as reference points only and are not affiliated with SendPay Business.