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Credit Card Chargebacks — Your Floorzap Payments Defense Guide

Sets expectations and insight into the credit card related chargebacks that may arise while processing payments

What Is a Credit Card Chargeback?

A credit card chargeback occurs when a cardholder asks their bank to reverse a charge. The bank temporarily pulls the funds while they investigate. You may or may not have the opportunity to defend the chargeback by providing evidence that the charge was legitimate. Defense deadlines are critical and can vary, typically 10–30 days from the dispute date.

Chargeback Reason Codes
  • Item Not Received → Photos of completed work, signed completion form
  • Item Not as Described → Signed contract/scope of work, before/after photos
  • Unauthorized Transaction → Signed authorization, ID collected at sale, communication records
  • Credit Not Processed → Show refund was processed, or why it wasn't owed
  • Duplicate Charge → Transaction records showing a single charge
 
How to Defend a Chargeback in Your Merchant Portal
  1. Log into your Floorzap Merchant Portal → Disputes
  2. Find the dispute using the Dispute ID from your notification email
  3. Review the reason code, amount, and if you can defend against this dispute
  4. Gather evidence: 
    1. Signed contract 
    2. Invoice 
    3. Photos of completed work 
    4. Delivery/installation confirmation 
    5. Written customer communication 
    6. Material purchase receipts
  5. If applicable, Click "Defend Dispute" → upload files 
  6. Monitor and Wait for the card network decision (typically 30–90 days)
What Happens If You Lose?

The disputed amount is permanently debited from your Floorzap Payments merchant account, not directly from your bank account. Consequentially a chargeback fee of $15 is charged onto the account as well. Contact our payments team if you believe the decision was wrong — second-level review (arbitration) may be possible for large amounts.
 
Deposit Dispute Tips

The more documentation, the stronger the defense — as long as you have: a signed contract showing the deposit amount and non-refundable terms, your cancellation policy, and communication confirming the customer agreed to the terms. 

Prevention Tips
  • Always use a signed contract before starting any job
  • For large jobs: deposit by credit card, balance by ACH
  • Communicate throughout the job — documented conversations are powerful chargeback evidence

Credit Card Chargeback Scenario:

In this example, the account is on a T+2 (transaction date plus two business days) funding delay and has taken a $1000 Mastercard payment with a $30 processing fee. A “4837 - No Cardholder Authorization” chargeback occurred which the merchant has up to 45 days for defense documentation to be provided. The table below will show the payment flow of the funds in question for reconciliation and account purposes.

 

Date

Action

Payment Amount

May 26th

$1000 Card payment taken

$970

May 27th

Funds are in transit

 

May 28th

Deposit Date

+$970

May 29th

4837 - No Cardholder Authorization 

Chargeback Event & $15 Chargeback Fee applied on Merchant’s upcoming batch

-$970 Deducted