Challenge Chargebacks FAQ

• Who can use Challenge Chargebacks?
• What evidence is needed to challenge a chargeback?
• How long does the challenge process take?
• What happens if the challenge is successful?
• What happens if the challenge fails?
• Is every chargeback eligible to be challenged?
• Is there any limit on how many chargebacks I can challenge?
• Will my customer know I challenged their chargeback?
• What factors determine whether a chargeback will be successful or not?

Who can use Challenge Chargebacks?

Challenge Chargebacks is a feature of GoCardless Protect+ and is only available in the UK through the Bacs direct debit scheme. If your payments are in another country, this section doesn’t apply to you.

What evidence is needed to challenge a chargeback?

You can find information on how to provide chargeback challenge evidence here.

How long does the challenge process take?

Once a challenge is submitted, the process will typically take a few weeks. There may be delays if additional information is requested by the payer's bank.

What happens if the challenge is successful?

If the challenge is successful we will automatically adjust the payment status back to “Paid Out”, and pay out the funds. You’ll see the challenge status as “Success” in the chargeback challenge dashboard.

What happens if the challenge fails?

If the challenge fails, we’ll update the status of the challenge to “Declined”, and the bank will take the funds from our account. There are no opportunities to appeal challenges.

Is every chargeback eligible to be challenged?

You can challenge any chargeback that shows up on the chargeback challenge dashboard, providing you have acceptable evidence.

Is there any limit on how many chargebacks I can challenge?

There’s no limit currently. GoCardless will regularly review feedback we receive from Banks and Payers which may impact the number of challenges that we submit in the future.

Will my customer know I challenged their chargeback?

Yes, your customer will know. It’s always better for your relationship with your customer to resolve payment disputes with them directly, so you should think of chargeback challenges as a last resort.

What factors determine whether a chargeback will be successful or not?

1. Time - was the evidence submitted within the challenge window?

2. Quality of evidence - does the evidence provided refute the reason for the chargeback?

3. Readability - all evidence ultimately is reviewed by an analyst at a bank. The easier it is to read, the higher the chance of success

More information can be found on submitting the right evidence here.