---
title: "I got a chargeback — what happens now?"
description: "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."
url: "/docs/troubleshooting/i-got-a-chargeback-what-happens-now/"
category: "Troubleshooting"
---

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

1. Open the case and read the **reason** the bank gave.
2. Respond before the deadline with evidence that the charge was legitimate.
3. 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?](/docs/troubleshooting/how-do-i-respond-to-a-dispute-and-what-evidence-helps/)

## Related

- [How do I respond to a dispute and what evidence helps?](/docs/troubleshooting/how-do-i-respond-to-a-dispute-and-what-evidence-helps/)
- [Why did my customer's payment fail?](/docs/accepting-payments/why-did-my-customers-payment-fail/)