I got a chargeback — what happens now?
A chargeback is a customer's bank reversing a card payment and asking you to justify it. You have a deadline to respond with evidence — miss it and the case is lost by default.
A chargeback is a customer’s bank reversing a card payment and asking you to show the charge was valid. It appears in Online payments → Disputes & chargebacks with a reason and a response deadline. The most important thing to know: there’s a deadline, and if you don’t respond by it, the case is lost by default — so act early.
The deadline matters most
Each case has a respond-by date. Fynex flags cases that are due soon (within 7 days) and overdue. If the deadline passes without a response, the case expires and you lose it automatically — even if you would have won. Open new cases as soon as they appear.
The stages you’ll see
- Under review — the case is open and awaiting your response or the bank’s decision.
- Contested — you’ve responded and it’s with the bank.
- Won — the bank decided in your favour; the funds stay with you.
- Lost — the bank sided with the customer; the payment is reversed.
- Expired — the response window passed with no response; treated as lost.
What to do
- Open the case and read the reason the bank gave.
- Respond before the deadline with evidence that the charge was legitimate.
- Track the status until it resolves.
Strong evidence includes proof the customer authorised and received what they paid for — see How do I respond to a dispute and what evidence helps?