A chargeback happens when a customer disputes a payment with their bank. When this happens, the transaction amount is debited and you are financially responsible for it under your Core Payment contract. Acting fast and well is what makes the difference between recovering the payment and losing it.

How a chargeback works

1. Your customer disputes a transaction with their bank.
2. The transaction amount is debited and a EUR 30 handling fee applies, regardless of the outcome.
3. You have a short window to respond with evidence. This deadline is strict: past it, the dispute is automatically lost.
4. If your evidence is accepted, the amount is credited back to you. If not, you bear the transaction amount.

Act fast: the deadline is short

You have only a few days from the chargeback date to submit your complete evidence file. Late submissions are rejected automatically, even when you are clearly right. Treat any chargeback notification as urgent.

What evidence to prepare

Gather everything that proves the transaction was legitimate and the service or product was delivered as agreed:

• the invoice or order confirmation
• your terms and conditions as they applied on the transaction date
• proof that the customer accepted those terms (date, time)
• proof of delivery or of the service being provided
• any communication with the customer
• if you already refunded the customer, proof of that refund (a chargeback on top of a refund is a strong case to win)

How to reduce chargebacks in the first place

Most disputes are commercial (a customer claiming the service wasn't delivered or wasn't as agreed), not fraud. Clear terms, accepted by your customer before payment, are your best protection. See our guide: How to write clear cancellation & refund terms.

Need help?

If you have a question about the process, you can contact us at support@corebycarlo.com. It remains your responsibility to submit your evidence within the deadline set by the card networks.

Core does not act in the commercial relationship between you and your customer. This guide is provided for information only, to help you respond to a dispute; it does not guarantee any outcome.

Updated on: 01/10/2026