Chargebacks for Store Orders
What is a chargeback?
A chargeback occurs when a customer contacts their bank or credit card provider to dispute a purchase instead of requesting a refund directly. Once a chargeback is initiated, the card issuer reviews the information provided by both parties before making a final decision.
How does Snap respond to chargebacks?
When we receive a chargeback for a Store order, our team reviews the dispute and determines the appropriate response.
If the chargeback appears to be valid, we may accept the dispute.
If we believe the purchase was legitimate, we submit supporting evidence through our payment processor to help the card issuer make an informed decision. Evidence may include order details, shipping information, transaction records, and other relevant documentation.
Chargebacks are processed according to the timelines and requirements established by our payment processors and the cardholder's financial institution.
How do chargebacks affect my organization?
Chargebacks for Store orders do not impact your organization's funds or payouts.
Because Store orders are individual customer purchases that are processed and managed by Snap, your organization is not responsible for chargeback amounts or any associated processing fees.
If a chargeback is received, our team manages the dispute directly with the payment processor. Your organization is not required to take any action.
Can chargebacks be prevented?
While chargebacks cannot always be prevented, the following best practices can help reduce the likelihood of disputes:
- Encourage customers to review our Cancellation & Refund policy.
- Encourage customers to review their order confirmation and receipt after placing an order.
- Ensure supporters understand what items they are purchasing and any applicable production or shipping timelines.
- Encourage customers to contact Snap Support if they have questions about their order before disputing the charge with their bank.
Frequently Asked Questions
How long does a chargeback take?
Chargeback timelines vary depending on the payment processor, card network, and the customer's financial institution. Some disputes are resolved in a few weeks, while others may take longer.
Will a chargeback reduce my organization's earnings?
No. Chargebacks for Store orders do not reduce your organization's funds or payouts.
Is my organization responsible for chargeback fees?
No. Your organization is not responsible for chargeback amounts or any associated processing fees.
Can my organization dispute a chargeback directly?
No. Chargebacks are managed through Snap's payment processing partners. Our team reviews each dispute and submits evidence when appropriate.