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Note: This page covers disputes on payments processed through Fiserv/CardConnect. If your account processes through Stripe, see Gingr Payments Chargebacks & Disputes (Reference).
Summary
A chargeback (also called a dispute) happens when a customer contacts their card-issuing bank to reverse a charge instead of contacting your business directly. If you process payments through CardConnect, chargebacks are handled entirely through Fiserv's systems. Neither Gingr nor Fiserv decides the outcome of a dispute. That decision is made entirely by the cardholder's bank based on the evidence submitted.
Why disputes happen
A customer can dispute a charge for many reasons, including:
- They don't recognize the charge on their statement.
- They believe they were charged incorrectly or charged twice.
- They're unhappy with a service and skipped asking for a refund.
- The charge looks unfamiliar because the statement descriptor doesn't clearly show your business name.
Note: Your statement descriptor is set from the DBA/business name on your merchant application when your account is boarded with Fiserv. This is managed on Fiserv's backend, and neither you nor Gingr can control that field. If you'd like a different descriptor, open a support ticket in CardPointe following these steps, and select Account Update > Demographic Change.
How you'll be notified
Notifications come directly from Fiserv/CardPointe.
Responding to a dispute
A dispute is ultimately a disagreement or misunderstanding between your business and your customer. Reaching out directly is often the fastest way to resolve it. You can submit evidence directly to Fiserv through CardPointe's own process or portal.
Fees
The CardConnect chargeback fee is assessed by the processor and is non-refundable regardless of outcome.
Where to get help
For more details about your chargeback or retrieval, or to submit a response, have your case number and merchant ID ready, and call 800-672-5007.
Preventing disputes
See Preventing Chargebacks & Disputes (Reference) for processor-agnostic best practices (statement descriptors, refund response time, record keeping, and cancellation policy communication).
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