atgPay: Chargeback FAQ's

A chargeback is an action taken by a bank to force a transaction reversal and trigger a dispute resolution process when a credit card holder files a claim stating they should not be responsible for a specific charge.

Chargebacks are, unfortunately, an unavoidable part of any credit card processing (and are not unique to Proxibid). 

Once a chargeback has been issued, the disputed amount will be withdrawn from your Payrix balance. Disputes are handled with the bidder's bank, so we do not have any specific information on how it will be reviewed. With that said, we will be happy to provide guidance along the way. Once a decision has been issued, you will see the disputed amount either returned or remain debited (depending on the result). Depending on the decision, that would be when the bidder would see the funds credited back to them. 

Please note that the chargeback process can be quite lengthy, cardholders typically have up to 120 days to file a chargeback and banks can take up to 6 weeks to issue a decision.

Why was this chargeback filed?

As chargebacks are initiated by the cardholder's bank, we do not have specific information on why the dispute was filed. That said, chargebacks typically have a reason code associated with them. These codes (included in your chargeback notification email) will provide context and signify what information you should include in your chargeback response in order to submit a strong case.

For any chargeback, the best first step is to reach out to the bidder. This will not only help you get a better understanding of the dispute, but your outreach will also serve as evidence of a good faith attempt to resolve the issue. 

What kind of documentation should I submit?

The evidence you submit should be appropriate for the chargeback reason code. In the notification email from payments@auctiontechnologygroup.com, you will receive guidance on what specific evidence to submit. Documentation such as email communications, proofs of delivery, tracking numbers, and so on, can all serve to strengthen your response. 

Note: Chargeback notification emails from Proxibid with detailed information and the recommended documentation for response, are sent out manually, so there may be a slight delay on weekends and holidays.

Can I issue a refund?

While a chargeback is active, refunds are disabled to prevent duplicate debits. We can ask our processor to override this measure, but there is a chance that the dispute will still result in a loss (leading to a duplicate debit). Another option is to refund the client via another method (such as Paypal) and we would submit evidence of that refund (again there is still a risk of duplicate debit). 

Otherwise, the simplest solution is to accept liability on the chargeback. This refunds the client and ends the dispute.

Do I get any type of chargeback protection?

Yes. Please click this link to review our Fraudulent Chargeback Protection

Bonus Tips: 

For the greatest likelihood of winning a chargeback, please keep the following records for each lot:

• Pick-up information:
  • date, name, a signature of person or company who picked up the lot, condition report signed by shipping agent at the time of packing (for white glove and packing services)
• Shipping details: 
  • carrier, tracking number, delivery date, and received signature confirmation
• Terms of sale disclosing fees, tax/vat/customs responsibilities, and return policy.

It is recommended to ship items with full-value insurance to account for damages incurred during transit.

*To receive fraudulent ACH reversal coverage, proof of shipment must be provided, in the form of a tracking number, corresponding to the guaranteed order showing the item was shipped to the shipping address on the order

• Shipment is at least 5 business days after ACH transaction is initiated or after ACH transaction settles, whichever is last
• The shipment date cannot be later than the return notification date
• Copy of the signature of receipt is provided for any orders where the shipping method on the order is BOPIS (Buy Online Pick Up In Store)

Proxibid reviews every order and may cancel the payment prior to the transaction settling if a bidder is deemed as too risky. On the rare occasion that payment is canceled, the auctioneer is notified and can seek out other methods for collecting payment if they wish. 

If you have additional questions, please reach out to the Payments team at payments@proxibid.com.

*ACH Return code must be for No Authorization, Authorized Revoked or Corporate Not Authorized