Card transactions are sometimes disputed by the cardholder or the card issuing bank, for example goods not received, transaction not recognised or authorised. When this happens we may contact you requesting further information.

If you are not able to supply the information requested by us or in the time scales we specify then it is likely that this may turn into a chargeback which you may be held liable for, even if you have proof that the transaction was geniune.

Where there is a valid chargeback we will write to you to let you know and EVO Payments will debit your nominated bank account with the value of ther disputed transaction, quoting the same unique refernce number as in the chargeback letter. Our Managing Chargebacks Guide can be found in the Merchant Resources section of our website.