Chargeback
Definition
A chargeback is a forced reversal of a card payment that the cardholder starts through their bank, usually claiming fraud, non-delivery, or a product not as described. The bank takes the money back from the merchant while the dispute is reviewed, and the merchant can submit evidence to contest it. Each chargeback costs the merchant the sale, often a fee, and counts against their standing with the payment provider.
Why it matters for your store
A chargeback is worse than a refund. With a refund you choose to return the money and usually get the goods back. With a chargeback the money is pulled first, the goods may already be with the customer, and the provider may add a dispute fee. If your chargeback rate climbs, providers can raise your commission or close your account.
Most chargebacks are preventable. Clear product descriptions, visible delivery times, a working tracking page, and a fast refund process remove the reasons customers go to their bank. 3-D Secure removes most fraud claims. What remains needs good records and a quick response before the deadline.
How Kambloo handles it
When iyzico or Stripe reports a dispute, Kambloo processes it on a high-priority queue. The order is flagged, its risk level is set to high, and if the parcel has not shipped yet the shipment is halted and stock is returned. The sales reports get a negative correction so your numbers stay honest, and you receive an urgent notification.
The dispute screen in the admin panel collects the evidence for you: tracking history and delivery confirmation, the invoice, the customer's accepted contract, and the order log. For Stripe the package is uploaded through the evidence API; for iyzico it is downloadable for manual upload. The screen shows a countdown to the response deadline. The outcome arrives by webhook and is recorded on the order.
Upstream, every new order gets a lightweight risk score from signals such as repeated failed card attempts, mismatched billing and shipping details, or an unusually large first order. High-risk orders wait in a manual review queue before shipping begins.
Questions about Chargeback
How do I win a chargeback dispute?
Provide proof that the order was legitimate and delivered: the tracking record and delivery confirmation, the invoice, the customer's contract acceptance, and the order log with IP and timestamps. Submit before the provider's deadline.
Does 3-D Secure protect against chargebacks?
For fraud claims, yes in most cases: an authenticated payment shifts liability to the card issuer. It does not cover disputes about non-delivery or product quality, which need delivery and order evidence.