Understanding Chargebacks
When selling on Imago, your studio is the merchant, so chargebacks are ultimately the studio’s responsibility.
Sola notifies the studio of the chargeback and gives them an opportunity to provide supporting information if they want to contest it. Sola manages the dispute process.
If your customer charges back a transaction, your studio will receive an email from Sola like the one below.
Depending on the bank, you can expect the chargeback case can be resolved after 2-4 weeks.
Should I dispute the charge?
Whether you dispute the charge is entirely up to you.
If you choose not to dispute:
- You’re not required to do anything.
- You will be charged the amount of the order to pay back to the customer.
- Do not cancel the original order. You’ll be charged the amount by imago for the refund, and then a second time by the bank.
- If you haven’t yet shipped their order, you may choose not to do so.
If you choose to dispute:
- You’ll need to provide evidence that the transaction was legitimate.
- The bank may still side with the customer that initiated the chargeback.
How to dispute the chargeback
The blue button on the email will have your case number on it. You can click it to see more details about the chargeback, and to dispute it.
From the chargeback details page, you can choose to dispute the charge by selecting “Dispute” in the top right-hand corner of the screen. From there, you’ll be able to submit evidence relevant to the order.
Types of evidence that could be helpful to dispute a chargeback
Proof of Delivery: Under the delivery section of the order details, copy the USPS or Fedex tracking number and paste it into that business’s tracking site. Submitting a screenshot of that page can be submitted as evidence.
Customer communications. If the customer texted, called, or emailed you at any point, that can be submitted as evidence.
Proof of Authorization: If the order shipped directly to the customer in question, check the zip code on the credit card. If it matches the destination address, that can provided as evidence that the customer authorized the transaction.
Other Documentation: Providing the order invoice PDF, as well as all the order details from imago can be submitted as evidence.
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