Accept Chargeback on Dashboard

Process chargeback acceptance when the customer claim is valid. The response guidelines for the chargeback are:

• Submit all documentation before the the date specified under the Reply Before column.
• PayU reviews submitted evidence
• PayU creates comprehensive case for bank submission
• Bank reviews according to Visa/MasterCard guidelines

Full Acceptance

Use when the customer deserves a complete refund:

Important: You cannot process refunds for transactions marked as chargebacks through PayU or directly to customers. The chargeback process handles the refund.

1. Navigate to the chargeback details.

2. Expand the Accept/Contest expandable pane using the + button.

3. Click Fully Accept.

   

4. Select the appropriate reason.

   

5. Click Submit to finalize

📘

Note: After you accept, the case moves to "Closed in Customer Favor" status and cannot be modified.

Partial Acceptance

Use when the customer deserves a partial refund:

1. Navigate to the chargeback details.

2. Expand the Accept/Contest expandable pane using the + button.

3. Click Partially Accept.

The Partially Accept Chargeback form page is displayed.

4. Select the appropriate reason.

📘

Note: Steps 5 is not applicable for Full refund not due as per our T&C option.

5. Enter the partial acceptance amount (must be less than chargeback amount)in the Partially Accept Amount field.
6. Provide supporting documents using the Browse button in the Supporting documents field. (max 5MB)

📘

File Upload Guidelines

• File Size: Maximum 5MB per upload
• File Types: PDF, Word documents, or image files
• Organization: Combine multiple screenshots into a single document
• Documentation: Add brief descriptions for each piece of evidence

7. Add detailed comments explaining the partial acceptance in the Comments field.
8. Click Submit.