A dispute—commonly referred to as a chargeback—is a formal process initiated by the cardholder to request a refund for a payment. Common reasons for chargebacks include, but are not limited to:
The customer does not recognise the transaction
The goods/services paid for were not delivered or fulfilled
Suspected fraudulent activity
Merchant responsibility
As the merchant, you are responsible for responding to chargeback claims. You remain liable for all chargeback amounts, fees, and associated costs.
Chargeback notification & response
Notification: When a cardholder initiates a chargeback through their issuing bank, Vivid will notify you as soon as we receive the chargeback notification.
Required action: It is imperative to respond within the time frame specified in the notification in one of these ways:
Submitting documentary evidence disproving the claim (e.g. delivery proof or signed contracts)
Explicitly accepting the chargeback
Please note: Failure to respond within the specified time frame will be considered as an automatic acceptance of the chargeback.
Chargeback amounts & refunds
Disputed amounts are deducted from your account immediately upon notification, together with corresponding fees. If the chargeback is successfully challenged (for example, if the issuing bank rules in your favour), the amount, excluding any fees, will be recredited to your Vivid account.
Record-keeping requirements
You are legally obliged to retain detailed transaction and purchase documentation for at least six months from the transaction date to ensure appropriate handling of chargeback cases. This period may have to be extended, depending on local laws or regulations.
Key takeaways for merchants
Fraud prevention tools reduce risks but do not eliminate liability in case of chargebacks
Chargeback dispute outcomes depend on the issuing bank’s policies, not Vivid’s payment processing system