1. Help Center
  2. Chargebacks
  3. Chargebacks Claims Process

How do I raise a chargeback?

This article outlines the chargeback process and what is required to submit a chargeback request to us.

Before raising a chargeback please ensure it meets the criteria below:

  • It is within the required timeframes
  • Dispute amount is at least 25 GBP (or equivalent if raised in a different currency)
  • The dispute fits within one of the chargeback categories
  • You can provide the minimum evidence required

If you are unsure please raise a ticket with our customer support team here.

Evidence required to raise a chargeback claim

  • Proof that you contacted the shop, supplier to request a refund and that you did not receive a response and/or that the refund was declined or not received
  • Proof that you have paid for the goods and services such as a copy of invoice or purchase confirmation
  • Proof that the goods and services have not been delivered for example notification of flight cancelation
  • Evidence that the travel merchant is no longer operating
  • If your chargeback claim relates to fraud, please ensure you share as much information as possible e.g. who the card details were shared with, who the intended supplier is. 

 

Submission

Once you have compiled the relevant documents, please raise a chargeback via our support desk, refer to the video below. 

Please note that whilst we review the documents before submitting to our card issuer, you are responsible for ensuring the accuracy and completeness of the information provided.

If more documentation is required by us or our card issuers before submission, we will let you know by responding to your email.

 

 

Hint: If you need to attach multiple supporting documents, please ensure you save the files in the same location within your drive and select ctrl + shift and highlight the files you need to upload. 

Feedback

We will confirm back to you once the chargeback has been submitted to the scheme and provide you with an expected resolution date.

Resolution

If your claim is successful, the chargeback will be paid into your Pax2pay funding account. We will confirm once this has happened and provide you with the payment details for your records. 

If the merchant disputes the claim, we will let you know. You will then have the opportunity to provide a response as to why you disagree with the dispute and provide more evidence if applicable.