A guide to how chargebacks work, who is involved, and what you can do to give yourself the best chance of a fair outcome.
Quick summary
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When a cardholder disputes a transaction, a chargeback is created. Live Payments does not decide the outcome. The decision is made by the cardholder's bank (the issuing bank) and, in escalated cases, the card network (e.g. Visa or Mastercard).
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How the process works
Chargebacks can be stressful, but understanding the flow helps. Here is what happens at each stage.
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Dispute raised
The cardholder contacts their bank (the issuing bank) to dispute a transaction.
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Chargeback issued
The issuing bank reviews the claim and, if it is considered valid, initiates a chargeback against the transaction.
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Live Payments notifies you
We forward the chargeback notice to you and support you in gathering and submitting evidence to challenge the dispute.
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Evidence reviewed
The issuing bank reviews the evidence you have provided in response to the dispute.
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Decision made
The issuing bank makes the final determination. In escalated cases the card network (Visa, Mastercard, etc.) may make the final call.
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Who does what
You (merchant)
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Provide timely, clear evidence to support the transaction. |
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Keep accurate records — receipts, delivery proof, refund policies. |
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Respond by the stated deadline — late submissions are generally not accepted. |
Issuing bank (the cardholder's bank)
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Receives the cardholder's dispute. |
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Reviews the evidence submitted by both parties. |
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Makes the initial and, in most cases, final decision. |
Live Payments (acquirer)
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Forwards chargeback notices to you promptly. |
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Supports you in preparing and organising your evidence. |
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Submits your evidence to the issuing bank in the correct format and on time. |
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Live Payments does not decide the outcome
We act as a facilitator — making sure your evidence is submitted promptly and in the right format. The final decision always rests with the cardholder's bank or the card scheme. We are unable to override or influence that decision on your behalf.
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