Thank you for choosing Pisell Payment. To help you better understand and handle potential credit card disputes (Dispute/Chargeback), we have provided the following information:

Chargeback Explanation

In certain situations, cardholders may dispute a transaction and request a Chargeback through their bank. When a Chargeback is processed, the bank may reverse the transaction amount along with a processing fee from the Pisell account. Since Pisell has already settled the payment with the merchant, Pisell will need to deduct the transaction amount and the processing fee from the merchant’s account.

For more details, please refer to our website: Pisell Payment Terms of Service.

Fees:

Reversed amount: The transaction amount of the order + processing fee
Processing fee: AU$35 + GST

Steps Pisell Takes to Handle Chargebacks

The bank notifies Pisell of the cardholder’s Chargeback request, and the bank will deduct the transaction amount + processing fee from Pisell's account.
Upon receiving the notification, Pisell will immediately contact the merchant, explain the details and amount of the Chargeback, and inform them of the deduction from their account.
After receiving the notice, the merchant can reach out to their customer to understand the reason for the Chargeback. If the Chargeback was due to a misunderstanding, the merchant can assist the customer in contacting the bank to cancel the Chargeback request. If the customer refuses to cancel, the merchant may choose to appeal directly to the bank.

About Cancelling Chargeback Requests

In many cases, Chargeback requests can be canceled. If merchants believe that the dispute (Dispute/Chargeback) was due to a misunderstanding or other reasons, they can take the following actions:

Communicate with the customer to understand and resolve the issue.
If the customer agrees to withdraw the Chargeback request, ask them to contact their issuing bank to process the cancellation.
Once the bank confirms the chargeback cancellation, only the disputed transaction amount will be refunded to the Pisell account.
Pisell will refund the original deducted amount to the merchant’s account.

Please note: The chargeback fee is charged by the third-party payment provider and is non-refundable, even if the chargeback is reversed.

FAQ

What if Pisell cannot successfully deduct the Chargeback amount from the merchant's account?

If a merchant's store operates well without triggering any risk violations, but a Chargeback occurs, Pisell will proceed to deduct the Chargeback amount + AU$35 + GST processing fee. An email notification will be sent to the merchant:
1. If the deduction is successful, Pisell support will synchronize this information, without affecting the merchant's regular settlement and withdrawal functions.
2. If the deduction fails, Pisell will suspend the withdrawal function. Merchants can transfer the Chargeback amount + AU$35 + GST processing fee to Pisell or deposit enough funds to cover the amount in the card used for subscription payments, and then contact Pisell to proceed with the deduction. Upon receipt, Pisell will restore and enable the withdrawal function.
What has Pisell done to enhance payment security and reduce Chargebacks?
1. 3DS 2.0 Security System: To minimize chargebacks caused by credit card fraud, Pisell has upgraded to the latest 3DS 2.0 security system. This system helps verify customer identities, prevent fraudulent transactions, and ensure safe payments for customers, giving merchants peace of mind.
2. Credit Card Transaction Labeling: To reduce Chargebacks due to misunderstandings, Pisell has introduced a "Credit Card Transaction Labeling" feature. This makes transaction information clearer for customers, reducing disputes caused by unrecognized charges. Merchants are encouraged to set up "Credit Card Transaction Labels" promptly.

Conclusion

Pisell understands that Chargebacks can be inconvenient for merchants. Therefore, we encourage merchants to communicate actively with their customers when disputes arise, understand the situation, and help resolve it. Pisell will fully support merchants in handling such issues, ensuring their interests are safeguarded.

If you have any questions or need further assistance, please do not hesitate to contact our support team.

Thank you for your continued support and trust in Pisell Payment!

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