What is a Chargeback and how does ClubReady fight them?
When a cardholder disagrees with a charge made to their credit card, they have the right to file a dispute with their bank and this results in a Chargeback. ClubReady receives this dispute by way of a (daily) report from our bank. The funds are returned to the cardholder until the dispute is resolved. ClubReady's chargeback team will automatically work chargebacks on your behalf. Our analyst will mark each chargeback and debit the dispute amount from the remit as well as the chargeback fee. As the chargebacks work the process with the banks and cardholder, you can monitor these status within the member’s profile and your Refunds & Returns report.
How long does the process take?
It is important to note that a cardholder can immediately dispute a transaction if they wish. Once disputed, timelines vary based on the card used, but a typical chargeback takes between 90 and 180 days before they are fully resolved. For more information and best practices to help fight chargebacks, please check out our video and best practices in Chargeback Overview.
How do I track progress on a Chargeback, and what does this status mean?
In addition to email updates, you can check on chargeback status in member notes, and use the Refunds & Return report to see how they are doing and where they are in the process. Need a reminder of what the statuses mean, use the help link at the top of the Refunds & Return report page for more information.
I have more questions - how can I get help?
If you have any follow-up questions or concerns, get in touch with us at chargebackinquiries@clubready.com, and add your club name into the subject line.
Refunds & Returns Report
Navigate to Reports > Sales > Refunds and Returns > Select your date range > in the drop down select All Returns > Run Report. The current status will be listed in the Detail column.
| Status | Description |
| Returns - Open | The chargeback is currently pending analyst assessment. Evaluation for bank review will occur between 10-30 days after the chargeback has been received, depending on the card brand. |
| Returns - Refunded Match | A refund was issued on one or more invoices tied to the chargeback. An analyst will review the payment to determine if the refund was successful. |
| If the refund declined due to the incoming chargeback. | The case will be accepted in lieu of the refund. The funds will be returned to the customer as intended. |
| If it was inadvertently issued as a credit balance. | The case will be accepted in lieu of the refund. The funds will be returned to the customer as intended. |
| If the refund successfully posted to the customer’s bank account after the chargeback occurred. | The acquiring bank will reverse the disputed funds. |
| Returns - Case Won | The customer’s issuing bank has ruled in favor of the Merchant. The disputed funds, minus any returned payment fees assessed, have been redeposited. |
| Returns - Represented | The chargeback case has been sent for issuing bank review. Most cases are resolved within 30-90 days, but can take longer depending on issuer volume. During this period, ClubReady is not provided with additional case updates. We are required to wait until a win/loss notification is received from the acquiring bank. |
| Returns - Closed | The chargeback was either ineligible for representment, voluntarily forfeited by the Merchant, or lost by means of the issuing bank ruling in favor of the customer. |
User Notes
The chargeback team will add a note under the Member’s Notes when there has been an update. You can easily locate these notes following our guide How-to: View Chargebacks in Member Profiles.
- Chargeback Code: "no signed cancellation and no services used after transaction in dispute. Chargeback case closed".
- The card company requires documented proof that the member either used the services paid for by the payment in dispute, or that they cancelled on a date different than what is claimed. If the member didn't use the studio, and there is no documentation for communication between both, no signed forms , we cannot disprove the claim of cancellation to the credit card company, so the client wins the dispute.