Western Pacific Chargeback Policy

What is a chargeback?

A chargeback occurs when your customer contacts their bank or credit card company to dispute the charge for an order that they placed on your website. Chargebacks are also known as "charge disputes" and reversals, and they can be filed for a variety of reasons, including unauthorized use of the credit card. Common reasons for disputes include:

  • The card holder does not recognize the charge or payee on their statement.

  • The card holder did not receive the product or service.

  • The card holder feels that the product or service was defective, damaged, or not as described.

  • The card holder's credit card was stolen or used without their consent.

How does a chargeback differ from a Payer dispute or Western Pacific the Pay Policy Guarantee?

In the case of a buyer dispute or a Pay Policy Guarantee claim, the payers contacts Western Pacific Production Pay to mediate a problem with their transaction or to make a claim under our Pay Policy Guarantee program. In the case of a chargeback, the Payers contacts their bank or credit card company to dispute a charge. Note that the bank or credit card company decides the outcome of a chargeback, not Western Pacific Production Pay Policy Guarantee.

 

 

How will I know when a Payer has filed a chargeback?

Western Pacific Production will send notification to your Western Pacific Production Pay account department. If you have set up Instant Payment Notifications (IPNs) in Payers Central, you also receive an IPN message. For details, see Handling Instant Payment Notification (IPN) messages in the Western Pacific Production Pay.

Am I held responsible for all chargebacks filed against my Western Pacific Production Pay account?

Under our Payment Protection Policy in the Western Pacific Production Payments Customer Agreement, we will not hold you liable for chargebacks and we will not collect a Disputed Chargeback fee if you and the transactions meet all the requirements of the Policy. You are responsible for any service-related chargebacks and any chargeback for a transaction that does not comply with our Western Pacific Production Pay Customer Service Policy. To qualify for coverage under the Policy, the following requirements apply:

  • You must have a Business or Company Account.

  • The transaction must be for the service of physical goods, like Scripts and Foreign Location Manager or Equipment Vendor. The Payment Protection Policy does not apply to transactions that include intangible goods, including services, digital content, or cash equivalents.

  • The chargeback is labeled by the applicable card issuer as an Unauthorized Payment and not in any other way (such as, "significantly not as described," merchandise that is defective," or "non-receipt of merchandise").

  • You must provide all requested information within the time limit specified by the email sent by us, including supplying valid proof of Services.

  • The transaction and your Western Pacific Production Pay account do not violate the terms of this Agreement and policies.

Do I need to do anything if the chargeback is covered by the Payment Protection Policy?

You must provide us with the information and documents listed below, and any other documents or evidence we may request, within 7 calendar days of the email notification date so that we can verify whether the transaction is covered by our payment protection policy:

  • Proof of Services Request

  • Date the order was booked

  • Transaction ID

  • Cardholder name and Address with ID Prove

  • Cardholder Company Details (If Applicable)

What do I do when I receive a chargeback?

First, review your chargeback notification for important details such as the reply-by date. Next, review transaction details along with any customer communications you have received. Determine whether you would like to dispute or accept the chargeback. If you want to dispute a chargeback, please respond using the instructions found in your chargeback notification email.

How can I respond to a chargeback claim?

When a Payee contacts their bank or credit card company to request a chargeback, the bank or credit card company contacts Western Pacific Production Team to request details about the transaction. In turn, Western Pacific Production Team contacts you via an email notification to request transaction information. You can also receive an Instant Payment Notification (IPN) message if you have set up IPNs in Company or Individual Central.

You can respond to a chargeback notification in one of two ways:

  • By choosing to dispute the chargeback via Western Pacific Production. To dispute the chargeback, you need to respond to the email from Western Pacific Production Team and provide the information in support of your case. For a list of the required information, see What information do you need from me in order to challenge a chargeback?.

  • By choosing to accept the chargeback. If you choose to accept the chargeback, you need to notify Western Pacific Production Pay to agree that the amount will be debited from your account. If you do not respond to the chargeback notification within 07 calendar days, we will debit your Western Pacific Production Pay account for the chargeback amount.

Note: You must respond to any chargeback notification within 07 calendar days of the email notification date. If you do not respond to a notification within that timeframe, we will debit your account for the transaction. You will also need to reply to any additional requests for information within the timeframe stated in the request.

What information do you need from me in order to challenge a chargeback?

To expedite the chargeback resolution, include as much information as possible in your initial response. If you do not provide a sufficient response to a chargeback claim, or do not adhere to the terms and conditions of our Customer Agreement, or if the card issuer or bank decides in favor of the cardholder, Western Pacific Production accounts may debit your account for the chargeback amount.

At a minimum, you must include the following information:

  • The status of the transaction

  • A description of the product or service

  • Proof that the item or service was received by the cardholder

In addition, it is very helpful to include any of the following:

  • Appointments confirmation emails

  • Details of any changes to, refunds, or cancellation of an order

  • System or usage logs for digitally downloaded goods

  • A Reason for an appointments and services (National / International)

  • Customer communication records

Note: Any supporting data forwarded to Western Pacific Production Accounts may be presented directly to the credit card company and issuing bank. Therefore, please ensure that all data is relevant to the context of your dispute. Doing so will aid your chances of successful representation.

Is there a cost to dispute a chargeback?

The Disputed Chargeback fee for representation is $20 / Rs. 1500 per chargeback; Western Pacific Production accounts will build, present, and maintain your case with the credit card company or bank. If you have provided the required information and the chargeback is covered by our Payment Protection, you will not be charged a Disputed Chargeback fee and Western Pacific Production Accounts will not collect the chargeback amount from your account, because Western Pacific Production Pay does not have any control over the chargeback dispute, the Disputed Chargeback fee will be collected regardless of the outcome of the dispute.

How long do I have to respond to a chargeback?

If you plan to contest a chargeback, we require a response within 07 calendar days of notification. The specific reply-by date can be found in the original chargeback notification email.

What happens if I don't respond within 07 calendar days?

We require a response within 07 calendar days to ensure that credit card company or bank deadlines are met and that we can dispute the chargeback. If we do not receive a response within 07 calendar days, we will not dispute the charge, and your account will be debited the chargeback amount.

What does a chargeback notification look like?

Western Pacific Production Account chargeback notification emails give you details about each chargeback with the following information:

  • Payee order ID

  • Reference ID

  • Transaction date

  • Disputed amount

  • Card type

  • Dispute type

  • Dispute reason code

Chargeback Instant Payment Notification messages include key elements of the above.

The email notification also includes details on what information we require from you in order to dispute the chargeback claim and specifies the terms of the agreement under which we will assist you.

Note the dispute type, which tells you that the chargeback is one of the following:

  • Unauthorized transaction chargeback is the result of an unauthorized charge and potentially eligible for the Western Pacific Production Accounts Booking Protection.

  • A service chargeback is filed by a customer, which means that you need to note the card type and dispute reason code so that you can determine which types of information to submit if you dispute the claim.

Find explanations for the major credit card issuers dispute reason codes in the Cardholder Dispute Reason Code Encyclopedia

What happens after I submit the chargeback dispute information?

A Western Pacific Production Accounts investigator reviews the information provided, creates supporting documentation (sometimes referred to as "re-presentment"), and submits it to the issuing bank or credit card company on your behalf. We will contact you if we or the issuing bank require further information.

The final outcome of a chargeback can take up to 90 days from the date on which the charge was disputed with the issuing bank. In some cases, it can take even longer. We will inform you, via email notification, of the outcome only if you are held financially responsible for the chargeback. The notification will outline why you have been debited.

If you feel that you were debited for a chargeback in error, reply to the notification. We will review your dispute. However, in the majority of cases, the issuing bank's decision is final and there is no recourse to appeal that decision.

If you have questions about a decision on a prior chargeback, reply to the email notification or write to west.productionpacific@gmail.com

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