How chargeback representment works
The merchant gathers evidence that answers the reason code and sends it to its acquirer or PSP, which checks it and submits it through the scheme. Mastercard calls the step a second presentment, and Visa a dispute response.
In Mastercard's Chargeback Guide of 13 May 2025, the acquirer has 45 calendar days from the chargeback. In the Visa Core Rules of 18 April 2026 it has 30 calendar days and may respond only once. For Visa's fraud and authorisation categories, the acquirer's reply is made as a pre-arbitration attempt instead.
What chargeback representment can win
Representment succeeds where the merchant shows the rules were met: the cardholder took part and was authenticated, the goods arrived, the refund had already been made, or the chargeback came late or twice. It does not help where the cardholder's claim is simply true.
Why representment matters to a merchant and a PSP
Contesting takes staff time and may add fees, so merchants set a floor below which they accept the loss. Winning restores the money but not the record: the chargeback has still been counted in the merchant's chargeback rate.
A PSP runs representment as a queue with deadlines, evidence templates per reason code and a record of outcomes.
Representment, pre-arbitration or reversal?
- Pre-arbitration
- The round after representment, opened when the issuer does not accept the merchant's evidence. At Visa, it is also the acquirer's first reply to a fraud or authorisation dispute.
- Chargeback reversal
- The outcome, in which the disputed amount returns to the merchant. Representment is the attempt to get there.
Where chargeback representment 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.
Platforms that need it
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.