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Dispute Resolution Assistance

When a customer (payer) raises a dispute with their issuing bank, this is labelled as a Claim (Bank Account) or Chargeback (Card). The issuing bank advises Payrix notifying us that your customer has made initiated a dispute for the return of monies debited from their Bank Account / Credit card / Debit card. Our team at Payrix contacts the merchant to notify them of the raised dispute and advises of next steps to guide the merchant through the dispute process.

A copy of the direct debit request or evidence the payer logged on to the merchants API to authorise payments must accompany all the merchant’s rebuttal. All documentation must be sent in PDF format and attached when supplying documentation.

Note - Please forward within 2 business days to support the validity of the transaction.

Failure to respond to this Retrieval Request within the specified timeframe will result in the return of funds for "Non-Receipt of Documents" as per the card scheme / direct debit regulations. You will have no re-presentment rights for this type of claim. Payrix will notify you with a Claim Successful email.

If the payer’s bank / card issuer determines that the claim cannot be remediated with the documentation provided, Payrix will notify you with a Claim Successful email.

Rental Agency Merchant Disputes

Documentation required to challenge disputed transactions. Merchant should include a written statement including the below evidence to challenge the dispute.

  1. Copy of Direct Debit Request (DDR) or electronically signed debit authority.

  2. Lease Agreement.

  3. Pages or specific clauses in the Lease Agreement, the bank should be made aware of,  i.e.  the signatures of the tenants, length of tenancy etc.

  4. Tenants Ledgers or any other supporting documents which include the account holder details.

  5. Explanation as to why the disputed transactions were processed i.e., rental arrears, break lease.

  6. Details of arrears such as Electricity or Water Consumption including Invoices provided to tenant.

  7. Communication between merchant and the account holder in relation to the disputed transaction.

  8. Will the Merchant accept a partial refund.  Include reasons and value of refund.

  9. Record of previous successful undisputed transactions.

Example response:

Merchant has not received notification of cancellation for the direct debit.

Please find attached.

  1. Legally binding Lease Agreement signed by tenant (tenants name) (provide page #) outlining the Term of the Agreement as fixed – ending on (provide date)

  2. Part 3 Special Terms include acknowledgment of responsibility for all water consumption. (Provide page #)

  3. Invoices provided to tenant for Water Consumption

  4. The duly authorised Direct Debit Request signed by (tenants name).   Personal contact details also provide mobile number and email to confirm account holder’s details.

  5. Tenant History – (provide page #)

  6. The payments disputed by the payer include -  

    1. Rent paid to (provide date) as per the Lease Agreement tenant was liable for this transaction and should not be refunded.

    2. Include any additional transactions processed for debt owed by the tenant to the Agent.    


If Agent accepts a partial refund, please include reasons for the partial refund.

After calculation of funds owed by the tenant as per their Lease Agreement, the Rental Agent Agrees to a refund of $(insert value) being.

  • Rent due up to and including date and value.

  • Invoice for Water Consumption

No cardholder authorisation - Cardholder states they did not participate in the transaction

  1. Evidence of a legally binding contract held between the Merchant and the Cardholder including Terms and Conditions of the Contract.  Must include a copy of the direct debit request form.

  2. Proof the Cardholder is using the merchandise or service.

  3. Evidence of a previous transaction that was not disputed.

  4. Proof that the Merchant’s website or application was accessed by the Cardholder for merchandise or services on or after the transaction date.

  5. Evidence the transaction was completed by a member of the Cardholder’s household or family.

  6. Evidence the person who signed for the merchandise was authorised to sign for the Cardholder or is known by the Cardholder.

  7. Evidence of one or more non-disputed payments for the same merchandise or service

Goods and / or services not provided, or merchandise not received

  1. Evidence, such as photographs or emails, to prove a link between the person receiving the merchandise or services and the Cardholder.

  2. Proof the Cardholder disputing the transaction is in possession of the merchandise and/or is using the merchandise or services. 

  3. Attendance records to prove the cardholder is using the service.

  4. Documentation (evidence of delivery and time delivered) that the item was delivered to the physical address. A signature is not required as evidence of delivery.


Types of Cancellations can include:

  • Cancelled Goods or Services

  • Cancelled Payment Method

  • Cancelled Recurring Transaction

  • Cancelled - Cardholder indicated that the cancellation occurred on or before the date of the transaction

  1. Provide a copy of your Cancellation Policy.

  2. Explanation as to how the cancellation is in direct breach of your cancellation policy.

  3. Provide documentation to support that your return or cancellation policy was properly disclosed and agreed to at the time of sale.

  4. Proof that the bill in question covered services used by the customer between the date of the customer’s prior billing statement and the date the customer cancelled.

Cancelled Payment Method

Card holder has advised the Card Issuer the authority to debit this card was revoked.

As per Card Scheme (Visa Mastercard & Amex) regulations:

  1. The cardholder has to the right at any time, to revoke authorisation to bill their card. 

  2. Card holder does not need to provide evidence the authorisation was revoked.

  3. Cardholder did not cancel the merchant services, they only removed card from being used. 

  4. As a result, the Merchant cancellation/refund policy provided does not apply to the dispute condition.


To challenge disputes for this reason, the merchant must provide evidence the card holder received services after the date of cancellation.  Merchant cancellation policy has no relevance to this dispute reason. 

Credit not processed

  1. Provide documentation and refute the validity of the documentation supplied by the cardholder’s bank.

  2. Provide receipt of refund processed as credit or reversal for the transaction.

Duplicate processing or Paid by other means

  1. Provide information and documentation to show the two transactions are separate and are not for the same item or service.

  2. Provide sales records or other documentation that shows no other form of payment was used.

Retrieval Request - Customer does not recognise the transaction

A retrieval request is a process by which a cardholder can inquire into a charge that appears on their account. Using retrieval requests, cardholders can ask for additional information about a transaction to determine its validity.

Some of the most common reasons for retrieval requests:

  • The customer doesn’t recognize the charge.

  • The customer recognizes the charge, but believes it is a duplicate.

  • The charge amount listed on the customer’s card statement doesn’t match the amount they remember agreeing to pay at the time of the transaction.

  • The issuer believes the charge is fraudulent.


To respond to Retrieval Requests the merchant can provide.

  1. Invoice or receipt

  2. Order confirmation number

  3. Transaction amount

  4. The customer’s name, IP address (if the purchase occurred online), and account number.

  5. Full business details, including name, physical address, and website address.

  6. Delivery information

  7. Service information (appointment confirmations, service reports, etc.)

  8. Proof of a refund if a refund has already been given.

  9. Any documents the cardholder signed related to the transaction, including the direct debit request form or proof the customer was given access to the merchant API to authorise the payment.

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