Responding to Chargebacks

When a chargeback is filed, it’s important to respond quickly and thoroughly. Follow the steps below to determine whether to dispute the chargeback and how to craft a strong response.

Need help understanding or monitoring chargebacks? See here.

Step 1: Review the Dispute Paperwork

Start by reviewing the chargeback documentation. Identify whether the transaction was Card Present or Card Not Present, and note which payment gateway was used.

Card Present Transactions will show terms like Swiped, Debit, Chip Read, or EMV—indicating the payment was processed on Clover.
Card Not Present Transactions will show as eCommerce or Manually Entered, meaning the payment was processed online.

Step 2: Locate the Transaction in the Gateway

Clover

1. Go to Transactions > Payments.

2. Search using the last 4 digits of the card or the transaction date (both found on the dispute paperwork).

3. Once you find the transaction, cross-reference the Transaction ID with the one listed in the paperwork to verify.

CardConnect (CardPointe)

1. Log in at cardpointe.com.

2. Navigate to Reporting > Transactions.

3. Search by the last 4 digits of the card and select from the dropdown. Adjust the date range if needed (default is the last 7 days).

4. Once located, copy the Transaction ID.

⚠️ Remove the first letter of the Transaction ID before searching for it in Resova.

Step 3: Locate the Transaction in Resova

Use the Transaction ID (with the first letter removed, if from CardConnect) to search within Resova. This will bring up the related booking or transaction, where you can view:

Transaction details
Booking information
Customer details

Step 4: Decide Whether to Dispute

Review the reason for the chargeback (listed in the notification) and determine whether it’s valid:

If the chargeback is valid and you do not plan to dispute it, no further action is required.
If you believe the chargeback is invalid, proceed to respond.

Step 5: Responding to the Chargeback

If you choose to dispute the chargeback, you’ll need to provide the following. Please submit all requested information to merchantservices@clubspeed.com :

1. A written statement.

2. Supporting documentation/screenshots.

Written Statement Guidelines:

Introduce your business and location.
Explain how the customer made their purchase (online or in-person).
Clarify whether the service was provided as requested.
Reference any applicable cancellation or no-show policy.
Include a brief description (1–2 sentences) for each screenshot you provide.

Recommended Supporting Documents (Optional but Helpful):

Screenshot of the Transaction Details
Screenshot showing the Booking Date and Time
Copy of the transaction from CardPointe or Clover
Screenshot of the Customer Profile
Screenshot of the Payments Section
Copy of your Terms and Conditions

Still Have Questions?