How do I know about a chargeback?

When a customer disputes a payment with their bank, Rebill notifies you immediately via email so you can respond and defend the chargeback.

Chargeback notification

You receive an email sent to the account owner's email address as soon as the chargeback is created.

The notification includes:

• Payment ID — The disputed payment identifier

• Customer email — Email of the customer who disputed the charge

• Response deadline — How many days you have to submit your defense documentation

What to do when you receive a chargeback notification

1. Read the notification carefully — Review the payment ID, customer email, and dispute reason

2. Gather your defense documentation — Collect proof that the transaction was legitimate (see How to defend against a chargeback)

3. Reply to the email — Respond directly to the chargeback notification email with your documentation attached

4. Do it before the deadline — The notification specifies how many days you have to respond. Missing the deadline means you lose the dispute automatically

What happens if I don't respond

If you don't submit defense documentation before the deadline:

• The chargeback is decided in favor of the customer

• The payment amount is debited from your Rebill balance

• You lose any chance to recover the funds

Always respond to chargeback notifications, even if you're unsure about the outcome. Submitting evidence gives you a chance to win the dispute.