Respond to a chargeback
Understand what a chargeback means, keep the records you may need and follow the instructions in iKhokha’s chargeback notice.
A chargeback happens when a cardholder disputes a card payment through their bank or card scheme and asks for the transaction to be reversed. It is different from a refund, which you start yourself from the iK Dashboard.
An approved payment can still be disputed
A successful authorisation confirms that the payment was approved at the time. The cardholder can still challenge the transaction later.
Depending on the stage of the dispute and the applicable terms, iKhokha may withhold, deduct or adjust the disputed amount while the dispute is open. iKhokha will communicate the treatment that applies and any later reversal.
Chargeback or refund?
If you have received a chargeback notice, contact iKhokha Support on 087 222 7000 or support@ikhokha.com before issuing a separate refund for the same transaction. This helps avoid reimbursing the customer twice.
If you have already refunded the customer, include the refund date, amount and reference when you respond to the chargeback notice. A refund does not replace the chargeback response.
Respond by the deadline in your notice
Read the chargeback notice.
Confirm which transaction, amount and customer order or service it refers to.
Check Sales History and your own delivery or service records.
Gather the information requested in the notice.
Send your response through the channel and before the deadline stated in the notice.
Chargeback response deadlines are time sensitive. If you do not provide the requested information by the deadline in your notice, iKhokha may be unable to challenge the dispute on your behalf and you will remain liable for the disputed amount. Respond as early as possible.
The response channel, deadline, evidence list and status messages depend on the notice you receive. Use the email address, form or link given in the chargeback notice.
Find the original sale
To find the transaction, see View your sales in Sales History, then check its status and open the available details. To see how a withheld, deducted or adjusted amount appears in your payout activity, see Understand your payouts, statements and deductions.
Prepare the evidence requested
The evidence required depends on the reason for the dispute. Follow the evidence requirements in your notice. Providing evidence does not guarantee a successful outcome.
Examples of useful evidence include:
Goods not received: proof of delivery or collection.
Services not rendered: signed agreements, completion records and customer correspondence.
Unauthorised transaction: the receipt or transaction reference and any customer communication that confirms the order or service.
Refund not processed: the refund date, amount and reference if you have already refunded the customer.
Duplicate processing: the transaction references, dates, amounts and payment methods for the transactions concerned.
Other useful records can include the product or service supplied, your published terms or cancellation policy, and any other information requested in the notice.
iKhokha Terms require relevant transaction information, including proof of delivery where applicable, to be kept for at least three years.
Send evidence safely
Provide clear, relevant evidence that relates to the disputed transaction. Do not send more customer or card information than the request requires. Never send a card PIN, banking password, one-time password or full card number. Before sending a document, use the contact details in the chargeback notice to confirm where to send it.
What happens after you respond?
iKhokha will review the information and, where applicable, submit evidence through the relevant dispute process. The issuing bank or card scheme may determine the outcome, and further information or additional dispute stages may follow. iKhokha will communicate updates as they become available.
Submitting evidence does not guarantee that the dispute will be decided in your favour and does not immediately close the case. Keep the notice, your response and any reference number for your records.
Reduce future chargeback risk
Confirm the payment result before handing over goods or providing a service, keep delivery or completion evidence, use clear customer-facing terms and follow the payment prompts on your card machine. For tips on safer card payments, see Spot and prevent card fraud.
