What a chargeback is
A chargeback is a payment dispute that a cardholder raises through the card scheme and the acquiring bank to claw back money that has already been debited. To protect your funds and keep losses down, MPChat will do its best to file a chargeback on your behalf.
When you can file a chargeback
A failed ATM withdrawal that was still debited — You tried to withdraw cash at an ATM with your physical MPChat card, no cash was dispensed, the amount was still debited from your MPChat account, and the bank refuses to refund it.
A merchant that refuses to refund you — You were defrauded — for example the merchant never delivered the service, never shipped the goods, or did not provide what was agreed — and the merchant refuses to refund the payment.
How to file
Ask support to confirm eligibility — Contact MPChat support first so we can confirm whether the transaction is eligible for a chargeback.
Send in the evidence — Once support confirms the case is eligible, you need to supply every piece of relevant information. Detailed and accurate information materially improves the chance of winning the dispute.
Support files it for you — MPChat support submits the chargeback request on your behalf.
Rules you need to know
Filing deadline — Once a transaction has gone through, you must submit the chargeback request to MPChat within 60 days, counted from the date the transaction settled. After that window closes, a chargeback can no longer be filed.
Fee — Each chargeback request costs 35 USD per case, and the fee is non-refundable.
No withdrawal once filed — A chargeback cannot be cancelled after it has been submitted.
No guaranteed outcome — MPChat cannot guarantee that every chargeback request will succeed.
Processing time — Processing time is bound by card scheme and acquiring bank procedures, so we cannot commit to a fixed turnaround; support will keep you posted on progress.
Transactions that cannot be disputed
3D Secure transactions — Transactions verified through an OTP or an authenticator app (3D Secure) cannot be submitted for a refund request. Verify that the merchant is legitimate and that the purchase details are correct before you complete any 3DS transaction.
EMV transactions — Transactions made with an EMV chip card, Apple Pay or Google Pay cannot be submitted for a refund request. These are secure transactions processed with EMV chip technology and are treated as final once they have been authenticated.
What to prepare for the request
Prepare the Chargeback_request_information checklist below. You can also ask MPChat support for the document template.
For a failed ATM withdrawal, provide the following
Transaction Details — transaction ID, transaction date, transaction amount, bank name
Cardholder Information — cardholder registered email, full name of the cardholder, billing address
Card Details — last 4 digits of the card number, expiration date
Dispute Reason — a clear and detailed explanation of why you are disputing the payment (for example an unauthorized transaction, a billing error, or goods or services never received)
Supporting Documentation — any evidence that backs the claim (receipts, invoices, emails, shipping or tracking information, proof of cancellation, and so on)
Communication with the Bank — records of your attempts to resolve the issue directly with the bank (emails, letters, chat logs, video, call recordings, and so on)
Statement or Transaction History — a copy of the card statement or transaction history showing the disputed transaction
Police Report or Affidavit — if applicable
Timeline of Events — a clear, chronological timeline of the events leading up to the dispute
For a merchant transaction, provide the following
Transaction Details — transaction ID, transaction date, transaction amount, merchant name, description of the goods or services purchased
Cardholder Information — cardholder registered email, full name of the cardholder, billing address
Card Details — last 4 digits of the card number, expiration date
Dispute Reason — a clear and detailed explanation of why you are disputing the payment (for example an unauthorized transaction, a billing error, or goods or services never received)
Supporting Documentation — any evidence that backs the claim (receipts, invoices, emails, shipping or tracking information, proof of cancellation, and so on)
Communication with the Merchant — records of your attempts to resolve the issue directly with the merchant (emails, letters, chat logs, video, call recordings, and so on)
Statement or Transaction History — a copy of the card statement or transaction history showing the disputed transaction
Police Report or Affidavit — if applicable
Timeline of Events — a clear, chronological timeline of the events leading up to the dispute