A chargeback is a request to reverse a card payment through the card network, for example if you were charged twice or never received your order. To start one, contact PEXX support.
Before you start
Contact the merchant first. Many issues, such as a duplicate charge or a cancelled order, are fixed faster with a direct refund, and it's free.
Steps
Find the transaction in the Cards tab and note the merchant, date and amount.
Contact us via Help in the app or at [email protected].
Tell us what went wrong. Include any proof you have, such as receipts, emails with the merchant, or screenshots.
We will generate a form link for you to submit the details regarding your chargeback request.
Things to note:
• Only successful transactions can be disputed.
• Transactions can only be disputed within 120 days of the transaction date.
• Once filed, the chargeback process can take 60–90 days.
• For 3D Secure transactions, chargeback rights may be limited for unauthorized claims.
• If the dispute is unsuccessful, an administration fee of USD 25 may apply.
What happens next
We submit your request to the card network. The merchant then has the chance to respond.