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  Documentation

Chargeback guidelines

A chargeback is initiated by the issuing bank on behalf of a cardholder to collect funds back.

It can be preceded by a Request for Information (RFI), also called a Retrieval Request, for example when the cardholder does not recognize the charge.

A chargeback can also be directly filed (without an RFI) if the bank has enough information to validate the cardholder's claim. For more information on the timeframe to exercise and defend a chargeback, see Defense timeframes.

For specific per-issuer chargeback guidelines, see the following topics: