Refunds & Chargebacks

Merchant-issued refunds

Merchants can refund any captured payment in full or in part within 180 days from the dashboard (Payments → details → Refund). Refunds typically reach the cardholder in 3–10 business days, depending on the issuing bank.

• Full refund any time before settlement.
• Partial refunds allowed.
• Refunds against voided payments are blocked at the API.

Chargebacks (cardholder-initiated disputes)

The lifecycle of a chargeback:

1. Dispute opened — the cardholder contacts their bank, which raises a dispute.
2. Notification — Fyber notifies the merchant immediately via dashboard alert and webhook.
3. Response window — merchant has 7 days to upload evidence (receipts, delivery confirmation, customer correspondence) via the dashboard.
4. Issuer arbitration — the issuing bank reviews the evidence and decides.
5. Outcome — won (funds reversed back to merchant) or lost (funds debited from settlement balance).

Dispute fees

Each chargeback carries a fixed fee disclosed at signup (typically JMD 1,500 / USD 15). Won disputes do not refund the fee — this is industry standard. The fee covers the network processing cost.

Chargeback monitoring

Card networks set chargeback ratio thresholds. When breached, networks enrol the merchant in monitoring programmes (Visa VAMP, Mastercard ECM) which carry fines and additional compliance work.

• Standard threshold: 0.9% (Mastercard) / 1.0% (Visa) of monthly transactions.
• Excessive threshold: 1.5% — risk of full settlement reserve and potential termination.

We monitor merchant chargeback ratios continuously and reach out proactively when ratios approach thresholds. Use FraudGate's risk rules and the AI dispute response generator to keep ratios down.

Returned funds

When a customer's card or bank rejects a refund (closed account, expired card), funds return to the merchant balance within 14 days. We notify you via webhook and dashboard.

End-customer disputes

Fyber is not the seller of record. End customers should contact the merchant directly to resolve refund requests before initiating a chargeback. We will only act through the formal chargeback process or where mandated by law.