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Oceanpayment-Guidelines for Merchant Initiated Chargeback Recall

【Chargeback Recall Function Description】​

1. Difference Between Chargeback Recall and Representment​

Chargeback Representment is initiated by merchants who dispute a chargeback by providing evidence that the chargeback is invalid or unjustified, with the outcome determined by the issuing bank.

Chargeback Recall is a process where consumers proactively cancel a chargeback with the issuing bank and agree to return the funds. Merchants must supply the necessary recall documentation for the acquiring bank to confirm the status with the issuing bank.

2. Operation Path​

Navigate to ODPM > Payment > All Exceptions > Chargeback. The Chargeback Recall Status filter is available within the filter options.

Chargeback Recall Status filter

3. Conditions for Initiating Chargeback Recall​

Depending on the chargeback process for different card types, the chargeback recall function may not be fully applicable to all orders. A chargeback recall request can be initiated if all the following conditions are met. Otherwise, the Chargeback Recall button will not be displayed.

  • Payment method is Credit Card, Google Pay, or Apple Pay.
  • Chargeback amount is greater than 0.
  • Chargeback type is classified as "chargeback".
  • Chargeback status is either "Unresolved" or "No response required".
  • The request is made within 15 days of the chargeback date.
  • The chargeback recall status is "Not applied", or it has been more than 7 days since the first unsuccessful recall attempt.

4. How to Initiate a Chargeback Recall Application​

  • Set the recall status filter to "Not Applied".
  • Under Operation, select Chargeback Recall to open the recall proof submission page.

Chargeback Recall entry

  • Proof of chargeback recall (required): supports DOC, DOCX, PDF, JPG, and JPEG formats.
  • Communication record (optional): supports the same formats as the proof.
  • File limit: 3 MB per file, with a maximum of 5 files.
  • Initiation timeframe: within 15 days of the chargeback date.
  • Number of submissions: up to 2 attempts, with at least 7 days between attempts.
  • Supported order initiation quantity: only single transactions can be initiated; batch initiation is not supported.

Chargeback Recall proof submission

5. Feedback on Chargeback Recall Outcome​

  • Feedback is provided within 5 business days.
  • Recall failed: if the consumer does not cancel the chargeback, the current status is maintained. A second attempt can be initiated after 7 days.
  • Recall successful: if the consumer cancels the chargeback, the funds are returned through the successful representment status.

Chargeback Recall outcome