Why this matters
Chargebacks can be avoided more often than you think—and when they happen, a timely, well-formatted response with the right evidence gives you the best chance to win.
What’s the challenge
Properties miss the response window or submit incomplete evidence, or they’re unsure who to notify and how to format documents for issuers—lowering win rates.
Prevention checklist
- Use clear payment descriptors*
- require 3DS for remote payments
- communicate policies clearly
- favor terminals for card-present stays
These will reduce “unrecognized” and fraud claims.
How to respond (step-by-step)
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Watch for the notification sent to your configured chargeback email and gather evidence quickly; aim to reply as early as possible within the processor’s window. More on Chargeback FAQs here
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Follow the “How to respond to a chargeback” guide and template; keep evidence in English, legible, and relevant to the reason code; submit once, in allowed formats (PDF/JPG/PNG). For guidance, review help article How to respond to a chargeback.
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Use the Timeline of a payment dispute (help article here) to understand the end-to-end process, typical timing, and expectations after evidence submission.
*A payout descriptor is a short, identifying label that appears on payout transactions in your bank statements. These descriptors help your financial team track payments and reconcile payouts efficiently. Since they are configurable, they also improve integration with your accounting software and automations.
👉 Checkout the Mews University course on payments here for a closer look at this topic: Payments: Cash or credit? How to process payments in Mews : Mews💡