Chargeback Policy

A chargeback is a forced reversal of a card transaction initiated by the cardholder through their issuing bank. Common reasons include fraud, goods/services not received, defective products, duplicate charges and cancelled subscriptions.

• Issuer notifies Lexpay of a dispute
• Merchant has 7 calendar days to submit compelling evidence
• Lexpay represents the case within scheme deadlines (typically 45 days)
• Issuer responds; pre-arbitration and arbitration may follow

Merchants must provide order details, proof of delivery, IP/device logs, terms accepted by the customer, AVS/CVV results, refund history and any communication with the cardholder. Lexpay automatically compiles available evidence from the platform.

A chargeback handling fee of €15 per dispute applies, whether or not representment succeeds. Excessive chargebacks (above 0.9% of monthly transactions or 100 disputes per month) may trigger scheme monitoring programs and additional fees.

The merchant is financially liable for the chargeback amount, related fees and any scheme fines. Lexpay may withhold settlement or hold a rolling reserve to cover potential chargeback exposure.

Use clear billing descriptors, deliver on stated timelines, provide responsive customer support, enable 3D Secure 2 and document all consents. Lexpay's risk tools and Verifi/Ethoca integrations help prevent disputes before they reach a chargeback.