Elavon • Article • U.S. Payment Smart (January 2025)
2 min. Read

Elavon’s global Dispute Resolution team includes 125 professionals dedicated to supporting our customers throughout the lifecycle of a chargeback dispute.

The team includes subject matter experts in credit card networks and in specific industries and acts as an intermediary and as a resource amid customers’ chargeback disputes.

Committed to maintaining the highest standards in chargeback management and response, they leverage cutting-edge technology and continually optimize processes to deliver value to our customers.

Here are some tips from the Dispute Resolution team to help start the chargeback process:

• Sign up for paperless communications. Chargeback notification letters can get delayed in the mail, which cuts into the time allotted for responding to a dispute. Using email and notifications from the Payments Insider portal gives you fast, easy access to dispute notifications, case numbers and other important information.
   
• Have your case number close by. We often don’t have access to the cardholder’s name, so have the case number ready when you call or include it in your emails. The number is a 10-digit code (for credit card chargebacks) or a 6-digit code (for debit card chargebacks) in the top right corner of your notification email or letter.
   
• Note the response date. Card brand regulations and chargeback rules vary in the amount of time they provide for merchant chargeback responses to be submitted.
   
• Don’t double pay. If you accept a chargeback and it gets debited from your account, you don’t need to respond to the chargeback notification. Doing so could issue an additional credit to the cardholder or their card issuing bank.

If you have questions about a dispute, team members are available from 8:30 a.m. to 6:30 p.m. ET., Monday through Friday, at 866-600-5008 or email at DisputeResolution@elavon.com. Or you can access resources at any time through the Payments Insider portal.

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