What is a chargeback?

A chargeback is created when a customer disputes a charge from your business and asks the card issuer (their bank) to reverse it. Chargebacks can be initiated for fraud, credit card processing issues, order not received or not as described. 

Once a chargeback has been initiated by the customer, the cardholder’s bank will reach out to Ritual’s payment processor to request evidence of the customer’s purchase. Evidence can include receipts, invoices, proof of delivery, refund terms and conditions, or any additional information to prove that an order was fulfilled for the customer. No action will be required from you as Ritual will collect evidence and send the details over to the cardholder’s bank for review on your behalf. 

When the bank starts the chargeback process, you will be immediately charged: 

• Order total minus fees (equivalent to a full refund)
• Chargeback fee issued by the bank (non-refundable)

If you win, you will get back your total net earning on the order. Ritual will keep you informed of the status of the chargeback details by email. To view more details about the chargeback please head to the Partner Portal > Sales Report > Transactions > Filter by selecting “Chargeback”.

If you have any further questions about chargebacks, please reach out to the Partner Support team via the Partner Portal and submit a request under the Support tab, located to the left of the main page.