Chargebacks occur when a customer disputes a credit card transaction with their card-issuing bank.

Chargebacks are governed by the card networks, such as Visa, Mastercard, Discover, and American Express, not TeamSideline or Payrix. TeamSideline and Payrix can help with the process, but the card network and issuing bank ultimately determine the outcome.

How the Chargeback Process Works

A chargeback may go through several stages:

• First Chargeback – The customer disputes the transaction. The organization can accept liability or submit evidence.
• Representment – The organization submits evidence to dispute the chargeback.
• Pre-Arbitration – The customer or issuing bank continues the dispute after the initial response.
• Arbitration – The dispute may be escalated to the card network for a final decision.

Not every chargeback goes through every stage.

Important: You May Need to Respond Again

If a chargeback moves to a new stage, it may be treated as a new dispute cycle. Evidence submitted during the First Chargeback does not automatically carry over to Pre-Arbitration or Arbitration.

For example, if you submitted a contract, registration records, and refund policy during the First Chargeback, you may need to submit those documents again if the dispute moves to Pre-Arbitration.

Always check the current dispute status and required action in Payrix.

How to Respond to a Chargeback

Log in to:

payments.teamsideline.com

Review the:

• Current dispute stage
• Chargeback reason code
• Response deadline
• Required action

You will generally have two options:

1. Accept Liability

Choose this if the chargeback is legitimate or you do not want to dispute it.

2. Submit Documentation/Evidence

If you believe the transaction was valid, submit evidence that directly addresses the customer's reason for disputing the transaction.

What Evidence Should I Provide?

Useful documentation may include:

• Order/Registration Confirmation – Go to the customer's account, click the spy glass next to the order, and save the confirmation as a PDF.
• Account Statement – Found by going to the customer's account and clicking Account Statement.
• Refund or Cancellation Policy – Your website's refund policy or applicable program Terms & Conditions.
• Contracts or Agreements
• Proof of Registration or Service
• Customer Communications – Emails, cancellation requests, refund discussions, or other relevant communication.
• Other Documentation that directly supports your response.

Write a Clear Response

Your response should:

• Briefly explain what the transaction was for.
• Address the chargeback reason code directly.
• Explain how your evidence supports your position.
• Reference the documents you are submitting.
• Remain professional and concise.

Chargeback Deadlines Are Strict

Every stage of a chargeback has a deadline.

Missing the deadline can result in the chargeback being decided in the cardholder's favor. Do not wait until the last day to respond. Submit your evidence as early as possible.

If the Payrix Portal Is Not Working

If you cannot upload your documentation or submit your response:

1. Contact Payrix Support immediately.
2. Open a support ticket before the deadline.
3. Explain exactly what is preventing you from submitting the evidence.
4. Keep a record of your support request.

Payrix may be able to investigate portal activity or technical issues. However, waiting until after the deadline may mean the dispute can no longer be challenged.

Simply having documentation available is not the same as successfully submitting it.

Do Not Issue a Refund on an Open Chargeback

Do not issue a separate refund while a chargeback is open.

When a chargeback is opened, the disputed funds have already been removed from the organization's account and returned to the cardholder through the chargeback process.

If the customer should receive the money, accept liability on the chargeback instead of issuing a separate refund.

Issuing a refund while a chargeback is open could result in the customer receiving the money twice.

What Does "Closed" Mean in the Payrix Portal?

If you receive a notification that a chargeback has been Closed after you submitted your evidence, this does not necessarily mean that the chargeback has been decided or that you lost the dispute.

In the Payrix portal, Closed can indicate that the current stage of the dispute has been completed and the case has moved to the next step in the card-network process.

The Closed status by itself does not indicate whether the chargeback was won or lost.

Always review the current dispute status and any available notifications in Payrix for the actual outcome or required action.

Chargeback Outcomes

WON

The chargeback was decided in the organization's favor.

• The disputed funds are returned to the organization's Payrix account.
• The funds should be included in a future settlement.
• An email notification may be sent to the administrator.

LOST

The chargeback was decided in the cardholder's favor.

• The disputed funds are not returned.
• A Miscellaneous Debit is added to the customer's TeamSideline account.
• An email notification is sent to the administrator.

How Long Does a Chargeback Take?

There is no set timeframe for resolving a chargeback. The timeline depends on the card network, issuing bank, and whether the customer continues the dispute through additional stages.

A chargeback may be resolved relatively quickly if it is accepted or decided during the initial stage. If the dispute moves through Representment, Pre-Arbitration, or Arbitration, the process can take several weeks or longer.

The important thing to remember is that your response deadlines are much shorter than the overall chargeback timeline. Payrix will show the required response date in the portal for each stage.

You should:

• Respond as soon as possible rather than waiting until the deadline.
• Check Payrix regularly for changes to the dispute status.
• Be prepared to submit evidence again if the dispute moves to a new stage.
• Understand that a chargeback may remain open while the card network or issuing bank reviews the evidence.

The chargeback can take weeks or longer to reach a final decision, so a “Closed” status does not necessarily mean the dispute has been won or lost. Always review the current status and notifications in Payrix.

Can a Lost Chargeback Be Appealed?

Do not assume that a Lost chargeback can be appealed.

The ability to continue disputing a chargeback depends on its current stage and the applicable card-network rules. Once a final decision has been reached, there may be no further opportunity for the merchant to dispute it.

If you believe a decision is incorrect or are unsure whether additional action is available, contact Payrix Support as soon as possible.

Chargeback Fees

Payrix charges a $20 fee to the organization when a chargeback occurs.

If your organization wants to pass that fee to the customer, you can add a $20 Miscellaneous Debit to the customer's TeamSideline account and instruct them to log in and pay their balance.

Organizations are responsible for ensuring that any fee charged to customers is consistent with their policies and applicable laws.

Frequently Asked Questions

We already submitted evidence for the chargeback. Why do we need to submit it again?

A chargeback can move through multiple stages. If it progresses to Pre-Arbitration or another stage, it may be treated as a new dispute cycle.

Evidence from the previous stage does not automatically carry over. Review the current stage and submit the requested evidence again.

What if the customer is clearly wrong and we have a contract proving it?

Having strong evidence does not guarantee that a chargeback will be won. The evidence must be submitted during the applicable stage and before the deadline, and the final decision is made through the card-network dispute process.

What if I can't upload my evidence?

Contact Payrix Support and open a ticket before the deadline. Do not wait until after the deadline to report the problem.

Can Payrix see if I tried to submit evidence?

Payrix may be able to review activity associated with the dispute, but you should not rely on this as proof that your evidence was successfully submitted.

If you are having trouble submitting evidence, open a support ticket before the deadline.

Can TeamSideline overturn a chargeback?

No. TeamSideline does not control chargeback decisions. The applicable card network and issuing bank determine the outcome.

Does every chargeback go to Arbitration?

No. Many chargebacks are resolved before reaching Arbitration.