Chargeback Customer Guide for Floorzap Payments 

This will provide insight into the customer experience and expectations set in the case a chargeback is being disputed.

1. Automated email notification of pending chargeback on your merchant account
2. To review the chargeback - log into your merchant portal, you will navigate to “Transactions” and then to “Disputes”
   
   
   1. The Chargeback Reason, Ability whether to Defend or not, and Relevant Transaction details will be found here.
   2. Not all chargebacks are defendable but, in the case they are, you are responsible for submitting your own documentation to dispute the chargeback in question.
3. Collect any documentation relating to the customer purchase in question.
4. For more details about your specific chargeback, including the reason and next steps, you can refer to our Chargeback Reference Tables.
   1. It includes card brand details, reason codes, and explanations to help you better understand the situation.
5. Submit appropriate documents via Merchant Portal. Please be aware, once submitted no further changes to your defense are allowed. 
   
   1. Keep in mind if the status is “Chargeback Reversed – Pending”, this does not mean you have won. It is currently in review by the issuer and can still be reversed at their discretion.
   2. The disputed amount will be transferred back to your account, but this is not final
6. Monitor chargeback status periodically
   1. If issuer declines chargeback and you have lost, the amount will be deducted from your balance account.

Please Note:

• ACH Refunds & Chargebacks
  • ACH payments may take up to 5 business days to clear.
    Issuing a refund before the original ACH payment has fully cleared may result in duplicate charges being applied to your account

• Credit/Debit Card Refunds & Chargebacks
  • Credit and debit card payments may take up to 2 business days to settle.
    Please consider this timeframe carefully before processing a refund, especially when chargebacks may occur.