Customer chargebacks
The chargeback process
A chargeback (or claim) occurs when a customer (payer) has disputed a payment collected from their bank account. A customer must dispute the payment directly with their bank and are often reimbursed immediately.
GoCardless is subsequently informed of the disputed payment, at which point the negative balance will be assigned to your account. The funds will then be recovered from any further payments you collect. Your payouts will continue once the funds have been recovered in full and during this period you may see a negative balance on your account reflecting the outstanding amount.
All chargeback events will be shown as a debit in the report of the payout the claim was settled against.
For more scheme-specific information on chargebacks please refer to our reference section.
Please note: We don’t dispute chargebacks on behalf of merchants and we are unable to assist with disputing chargebacks or claims.