If a customer disputes a transaction with their bank after receiving a refund through Reshop, it's important that retailers and Reshop work together to ensure the correct evidence is provided.
This article outlines who is responsible for managing different types of chargebacks and how Reshop can support your dispute process.
Chargebacks relating to the original purchase
If a customer raises a chargeback on their original purchase, the retailer (merchant of record) is responsible for managing the dispute with their payment processor or acquiring bank.
If the customer received their refund through Reshop using an alternative refund method (for example, a different card or bank account), Reshop can provide supporting evidence confirming the refund was successfully issued.
Examples of evidence Reshop can provide include:
- Refund confirmation
- Refund amount
- Refund date and time
- Refund destination (for example, alternate card or linked bank account)
- Transaction or reference IDs, where available
To request refund evidence, contact support@reshop.com.
Chargebacks relating to Reshop transactions
Reshop is responsible for managing chargebacks relating to transactions initiated by Reshop, including:
- Repurchase charges for items not returned
- Refund adjustments
- Refund cancellations
Where required, Reshop may contact the retailer to obtain additional information that supports the investigation.
This may include confirming whether:
- Returned items were received using a different shipping label
- Multiple returns were combined into a single shipment
- Items were returned in store
- Goods were received through another return method
We recommend retailers provide a dedicated contact email for these requests to help avoid delays.
Roles and responsibilities
| Scenario | Owner | Reshop support |
|---|---|---|
| Chargeback on the original purchase | Retailer | Provides proof of refund if an alternative refund method was used |
| Chargeback relating to a Reshop repurchase charge | Reshop | May request information from the retailer to support the investigation |
| Refund adjustment or cancellation dispute | Reshop | May request supporting information from the retailer |
Need help?
If you need refund evidence or have questions about a chargeback involving a Reshop refund, contact support@reshop.com. Our team will work with you to provide the information needed to support the dispute process.