Xcelerate Pay Credit/Debit Card Chargeback Guide

What Is a Credit Card Chargeback?

A credit card chargeback occurs when a cardholder asks their bank to reverse a charge. The bank temporarily pulls the funds while they investigate. You may or may not have the opportunity to defend the chargeback by providing evidence that the charge was legitimate. Defense deadlines are critical and can vary, typically 10–30 days from the dispute date.

How to Defend a Chargeback in Your Merchant Portal

Log into your Xcelerate Pay Merchant Portal
Go to Transactions -> Disputes
Find the dispute using the Dispute ID from your notification email
Review the reason code, amount, and if you can defend against this dispute
Gather evidence:
1. Signed contract
2. Invoice
3. Photos of completed work
4. Delivery/installation confirmation
5. Written customer communication
6. Material purchase receipts
If applicable, Click "Defend Dispute" → upload files.
1. Only 1 document can be submitted for your chargeback defense. Please ensure you combine related defense materials into a single supported document.
Monitor and wait for the card network decision (typically 30–90 days).

What Happens If You Lose?

The disputed amount is permanently debited from your Floorzap Payments merchant account, not directly from your bank account. Consequentially a chargeback fee of $15 is charged onto the account as well. Contact our payments team if you believe the decision was wrong — second-level review (arbitration) may be possible for large amounts.

Dispute Defense Tips

The more documentation, the stronger the defense — a signed contract showing the deposit amount and non-refundable terms, your cancellation policy, and communication confirming the customer agreed to the terms.

Item Not Received → Photos of completed work, signed completion form
Item Not as Described → Signed contract/scope of work, before/after photos
Unauthorized Transaction → Signed authorization, ID collected at sale, communication records
Credit Not Processed → Show refund was processed, or why it wasn't owed
Duplicate Charge → Transaction records showing a single charge

What can I do to prevent disputes in the future?

Always use a signed contract before starting any job
Take photos of the work before and after
Communicate throughout the job — documented conversations are powerful chargeback evidence

Credit Card Chargeback Example

In this example, the account is on a T+2 (transaction date plus two business days) funding delay and has taken a $1000 Mastercard payment with a $30 processing fee. A “4837 - No Cardholder Authorization” chargeback occurred which the merchant has up to 45 days for defense documentation to be provided. The table below will show the payment flow of the funds in question for reconciliation and account purposes.

Date	Action	Net Payment Amount
May 26th	$1000 Card payment taken	$970
May 27th	Funds are in transit
May 28th	Deposit Date	+$970
May 29th	4837 - No Cardholder Authorization Chargeback Event & $15 Chargeback Fee applied on Merchant’s upcoming batch	-$970 Deducted