Chargeback disputes
A chargeback is a claim a customer files with their bank to reverse a card payment you received through Zid Pay. A fraud dispute is a claim that the payment wasn't made by the cardholder. You can respond to both from the dashboard with evidence that the customer received the order. Your response becomes a support ticket that you follow on the Merchant support page.
Chargeback disputes apply to payments collected through Zid Pay.
Respond before the deadline
You have 3 days from the day the chargeback is issued to respond, or 4 days when a Friday falls in that period. If you don't respond in time, the amount is deducted automatically. The full details are also sent to your Zid Pay email.
Where pending chargebacks appear
A popup on the home page after you sign in. It shows the transaction number and your deadline, with Submit response and Go to the dashboard. Once you close it, it doesn't appear again.
An alert at the top of the home page and the Zid Pay pages. It reads Pending chargeback response for Transaction # followed by the number. With several chargebacks, use the arrows to move between them. Submit response opens the response form, and Open transaction opens the transaction.
The Zid Pay transactions list. Transactions with a pending chargeback are marked in red, with the tooltip Pending chargeback response for this transaction.
Submit your response
Click Submit response in the popup or the alert. The response form opens, titled Chargeback dispute response or Fraud dispute response.
Upload your evidence in each section. Click the add box to add a file; each section takes up to 5 images (PNG, SVG, JPEG, JPG or GIF).
Optionally, explain the situation in Additional Details, up to 250 characters.
Click Submit response at the top of the page. The button is enabled once every required section has a file.
Zid creates a support ticket with your evidence and takes you to the Merchant support page, where you can follow it. See Support tickets.
| Section | Required | What to upload |
|---|---|---|
| Order Invoice | Yes | The order's invoice. |
| Shipping and delivery waybill | Yes | The shipment details, including the sender and the recipient. |
| Communication evidence | Yes | A message in which the customer confirms receiving the order, showing the same phone number as on the invoice. |
| Screenshot of Transaction | Fraud disputes only | A screenshot of the transaction from the customer's bank statement, or other documents. |
| Additional evidence | No | Any other documents or screenshots that help resolve the claim. |
After you respond, the alert's Submit response button takes you to your support tickets instead of the form.
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