Handling A Charge-back Within Infusionsoft Payments Merchant Center

Tags: Payments

Merchants that use Infusionsoft payments can address any charge-backs via the Infusionsoft Payments Merchant Center. Below are steps to address any charge-backs on payments you have received.

Important Note! Charge-backs need to be responded to within 3 business days. The full charge-back resolution can take up to 45 calendar days

  1. In the Infusionsoft Payments Merchant Center, click Reporting on the left

  2. Choose the Charge-backs tab

  3. Click the Challenge or Concede button on any active charge-backs
    • If you would like to challenge the chargeback: Fill in the payment type, date of payment, attach supporting documentation like signed contracts, work orders, and/or the tracking confirmation, and add additional details

    • If you would like to concede: Click the Concede option and then click the Yes I want to concede button

  4. The Status of chargebacks can be viewed at any time, from the the Chargebacks tab, under your Merchant Center Reporting section.