The stages of the chargeback process
- Dispute: the cardholder complains, and the issuer checks the claim against a reason code
- Chargeback: the issuer returns the transaction, and the acquirer debits the merchant
- Response: the merchant accepts, or its acquirer answers with evidence (representment)
- Pre-arbitration: the side that lost the last stage asks the other to accept liability
- Arbitration: the scheme decides, and charges the loser a fee
Most cases end at the second or third stage. A side that misses a deadline loses at that stage.
How the chargeback process differs at Visa and Mastercard
In the Visa Core Rules of 18 April 2026, the response and each pre-arbitration step allow 30 calendar days, and arbitration is filed within 10 calendar days of the pre-arbitration response. For fraud and authorisation disputes Visa has no separate response: the acquirer's answer is itself the pre-arbitration attempt.
In Mastercard's Chargeback Guide of 13 May 2025, the acquirer has 45 calendar days for its second presentment. The issuer may then file a pre-arbitration case, and files any arbitration case within 45 calendar days of the second presentment.
Why the chargeback process matters to a PSP
The scheme's stages run between issuer and acquirer. A PSP or payment facilitator adds a layer of its own: passing each stage to the merchant, collecting evidence ahead of the scheme's deadline, and posting every debit and credit to the merchant's balance.
Where the chargeback process shows up in a platform
Modules that do the work
- Card acquiringCard acceptance on the phone, in store and online, through the acquirer you choose.
- BackofficeOne console to run the platform: customers, money, risk, content and staff permissions.
- LedgerThe double-entry book of record behind every balance, fee and transfer.
- NotificationsEmail, SMS, push and in-app messages in your brand, through the providers you choose.
Platforms that need it
Guides that go deeper
Where it is written
The laws and standards this page's facts come from.
- Visa Core Rules and Visa Product and Service Rules, 18 April 2026 (Visa)
- Mastercard Chargeback Guide, Merchant Edition, 13 May 2025 (Mastercard)
General information, not legal advice: what applies to you depends on your services and your market.