Understanding Chargebacks:

A chargeback, also known as a dispute, is initiated when a donor questions a payment made with their card on WishMerge. This could be due to unrecognized transactions or unauthorized use of the card. When a chargeback occurs, the issuing bank or card issuer temporarily removes the disputed amount and an additional fee from our account pending resolution.

Our Process for Handling Chargebacks:

1. Notification: When we receive a chargeback notice, we immediately inform the affected creator through email and their WishMerge dashboard, detailing the reason provided for the dispute.
2. Response: users have the opportunity to respond to the chargeback. If you believe the dispute is unjustified, you can submit evidence to support the legitimacy of the transaction. This might include communication records with the donor or proof of the wish's fulfillment. Please note that evidence submission should be done promptly to ensure it is considered in the dispute resolution process.
3. Assistance: Our team is here to assist you throughout the dispute process. If you're unable to submit evidence within the specified timeframe, please reach out to us. We understand the nuances of these situations and are prepared to support your case with the information you provide.
4. Resolution: The bank will review all submitted evidence and make a final decision. If the decision is in your favor, the disputed amount and any fees charged will be returned to your account. However, if the decision favors the claimant, the disputed amount will not be returned.

Key Points to Remember:

• Dispute Duration: Chargeback resolutions can take 2-3 months, as they involve thorough reviews by the issuing banks.
• Dispute Fee: A fee is associated with chargebacks, varying by region. We aim to keep users informed about potential costs involved.
• Prevention: Refunding a transaction before a chargeback is raised can prevent disputes and associated fees.
• Direct Resolution: If you recognize the supporter, reaching out to them directly can sometimes resolve misunderstandings. If they retract their chargeback, ensure you obtain written confirmation to aid in dispute resolution.
• Chargeback Impact: The method of payment you choose (e.g., direct bank deposit, Payoneer) may affect how you're notified and involved in the chargeback process. For users using direct methods, WishMerge will handle notifications and assist with the dispute on your behalf.

Final Thoughts:

Chargebacks are a complex aspect of online transactions, but we're dedicated to supporting our users through each step. Our goal is to minimize the impact of disputes and help maintain a positive experience on WishMerge. Should you have any questions or need further assistance, our support team is always here to help.