Dear Sir, Madam,

Worldline Services has received a notification of Chargeback from the credit card issuing bank concerning a transaction that was processed on behalf of your company.

This chargeback concerns the following transaction:

What does it mean?
A Consumer dispute chargeback may be submitted when the cardholder contacted the issuer alleging one of the following:

• Merchandise / Services not received
• Canceled Recurring Transaction
• Not as Described or Defective Merchandise/Services
• Counterfeit merchandise
• Misrepresentation
• Credit Not Processed
• Cancelled Merchandise/Services

How to represent this chargeback?
Please investigate the case and send all relevant information, such as:

• a copy of the order information
• a conversation history with the cardholder
• any proof that the goods have been uplifted and either replaced or refunded
• a detailed written rebuttal addressing the cardholder's claim (point by point)
• any other supporting documentation to prove the case.

We kindly ask you to merge all information in one single PDF document and add an explanation of the case on the first page. Please send us this documentation within 5 of receiving this letter, preferably by email. If no answer is received to this letter please note that you may lose your right of representment.

What if you have already refunded this transaction?

If a refund was processed for this charge, please let us know and forward us the details of this refund so we can inform the Issuing Bank accordingly and reverse the chargeback.
Be aware the refund has to be processed on the same credit card number to be eligible for a chargeback reversal.
Under no circumstances process a refund once this chargeback has been received.

Questions?

You want to better understand how chargebacks work? Do not hesitate to have a look at our online supporting documentation here: documentation

With kind regards,

The Dispute Management Team

Dispute Management / Worldline

dispute.management@ecom.ingenico.com

https://www.worldline.com/en/home/solutions/online-payments

Worldline Financial Solutions NV/SA
RPM Bruxelles/ RPR Brussel 0886.476.763