Charge Backs
Step 1 - Notification of chargeback
From time to time, a customer who made a Flo2Cash payment using a credit card may file a chargeback with their card issuer (Visa/MasterCard) through their issuing banks.
By filing a chargeback, a customer is asking their card issuer to reverse a transaction that has already cleared. Although a chargeback may appear to be similar to a Flo2Cash claim, it is actually a process initiated outside of Flo2Cash.
Ultimately, it is the card issuer's decision whether the customer's chargeback is valid.
One of the unique benefits of using Flo2Cash, though, is that you have the support of a team of chargeback specialists dedicated to helping you put together a strong case to dispute any chargeback that you believe to be unwarranted.
Some common reasons a customer may file a chargeback:
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The customer paid for a good or service but never received it
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The customer received the good or service that was significantly different than what they were expecting
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The customer was charged twice for one transaction
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The customer believes that they did not authorize the charge
If you receive a chargeback, we'll let you know by email.
Step 2 - Review chargeback details
Once you have been notified, the next step is to review the chargeback details.
If you agree that the customer has a valid reason for reversing the charge, you can accept liability. By doing so, you are agreeing to the funds being returned to the customer. Sometimes this may be resolved by you agreeing to provide a refund to your customer.
If you believe that the chargeback is invalid, though, Flo2Cash’s team of chargeback specialists will help you put together a case to present to the card issuer.
Flo2Cash's ability to successfully dispute chargebacks relies on the information you provide. Providing useful information increases your chances of successfully recovering funds from the card issuer.
Step 3 - Respond to chargeback
The timeframe for disputing chargebacks is determined by the card issuer. We request that you provide information as soon as you receive the chargeback notification so that we have sufficient time to put your case together before the deadline.
Flo2Cash's ability to assist you may be limited if your response is not received within 10 calendar days.
Step 4 - Card issuer makes its decision
Once you have provided the necessary information, your chargeback specialist will present it to the card issuer for a decision.
It can take up to 75 calendar days for the card issuer to make its decision. Once the case is resolved, you will be notified by email.
